You need to contact Turbine by one of the two approved methods:
1) Submit an email ticket:
via the support site. Wait some days. Make sure to monitor your email for a machine generated message. Respond to this message to queue your ticket. Otherwise your ticket will be closed automatically as spam. Turbine not especially fast at email tickets. You are expecting same day or next day response. You are going to be disappointed.
2) Call Turbine on the telephone:
when the lines are open. Yula approved because I have no patience. I want the problem resolved NOW. No wait hours or days.
Unless stated otherwise, all content in this post is My Personal Opinion.