That site is terrible. I've been trying since August 13th to have my account reset. Long story about phones, water, and a bad time. I sent in an email on August 13th, and to this date have not received any kind of response. This post reminded me I had to send yet another fruitless email. Fucking terrible!
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I have heard a lot of bad things about the site. I hope I am right that at least our Steem is safe.