Second Password Reset

So I submitted a ticket to PSO2 about getting my second password reset, and they emailed me back saying, "I understand you are having an issue accessing your personal shop. That shuffle on the keyboard can be frustrating. I have submitted a request for a second passcode reset.

Please allow us ample time to handle this process efficiently, as this is not always a quick process. When it is available, please proceed with registering a new 5 digit numerical passcode again."

So did they have to issue a ticket themselves as well? Can they not just reset my second password on their own? Regardless, how long am I supposed to wait for it to get reset, and will they email back if it does get reset? It's already been 3 days.

you got a response?

I have the same problem.. OMG im so dumb.. because of the shuffle I didn't notice it..