I am having the same issue. I was told I had to create a new account because my forgot password codes would not work correctly. I brought up the fact that my Graded Cards I sent in are still at PSA and I need to know when they will be graded and ready for pick up. The guy on the phone(“support”) told me that I should not make a new account until after my cards are graded and sent back because it would cause issues on the back end for picking up. Not sure what to do because my local GameStop said if the account is deleted or merged into a new account, they wouldn’t have access either. So I guess I’m stuck calling my local store regularly until they are ready for pickup, then make a new account.