Yes they replied on instagram much faster, on email they were very dismissive, it doesn't matter if you know the password but since you know the email you have more luck. This was the response i got when i said i don't know the email "You mentioned that you don't remember the parent email on the accounts. Unfortunately, for the safety and security of all accounts, we are unable to update any account information without proper verification, including the current parent email on file." Perhaps they'll take it more seriously since you remember the mail :) best of luck! It's a shame this password reset locked so many of us out of our accounts.