This is not normally a place I'd post to with an issue like this, but as I am becoming increasingly frustrated I feel like I'm running out of options. I've created this second account for the purposes of posting this. A week ago, I received notification that a data leak had revealed my password to Roll20, as well as about a dozen other sites. Naturally, I checked my roll20 account but found that the password had already been changed, and I suspect my email address did as well. I tried to go through normal means of password resetting, but the email for the password did not come through, due to the aforementioned email address change that I suspect took place. So I contacted support through their email as suggested on the password reset page. (Case #24008). What occurred next is the reason for this post. For over a week, I have been presented with no solutions, no alternate methods, and no hope that I will ever regain access to my account. Since I have payed for pro or plus the majority of the past 7 years, this is extremely frustrating. In an exchange of 10 emails over the course of a week, I explain that all manual reset links send to my former email have not come through. They are not in spam, they are not in junk. I'm almost certain that the email address for my primary account have been changed, because the password reset on this new account works fine. I give alternate email addresses. I give my phone number. I state that I can name a list of games and characters currently on my primary account. Each email takes over a day to respond to, and each one is a copy and pasted response of the last one. " Hi Brenden, OK - A password reset link has now been manually sent to the email address - redacted- - the link will expire in 24 hours. Smartphone support is not available for password resets at this time, this means you will need to use your personal computer to access this link. Additionally, double-check your spam/junk folder for our password reset email, as they can end up there from time to time." Every single response has been this, or some variation of this. I've explained numerous times that the email does not come through and I need an alternative method of password resetting, or for someone to check my account to see if the email address has been changed. I've submitted a ticket through the help desk in the hopes that someone with fresh eyes will look at my case. I'm normally quite patient but the thought of losing access to a game I've been DMing/playing for 5 years because I can't get my account back is more than a bit frustrating. Has anyone else had this issue? Does anyone have suggestions for the next step I can take?
