I'm not receiving the change password mail please help :(

Has anyone been in the same situation as me? For some reason I was playing quietly and I saw that my chat was restricted, so I wanted to go to parents tool to fix it, the thing is that I had forgotten my password and I sent to receive the change pass email and it never arrived. It seemed strange to me so I wondered if the same would happen to my account, so I sent a request to change my password for my aj account and it didn't arrive either, I said well that's strange, I'm going to keep playing, I tried to log in AND IT DIDN'T LET ME, it seemed strange to me, I thought I had written the password wrong but no, I literally couldn't log in anymore. WHAT HAPPENED?!??? Literally I was PLAYING 5 MINS AGO. I emailed aj for this situation but they didn't answer, how can I fix this??? 😔😔