Site Retrieve an old account.

Hello, I've tried to retrive my account with my main character, I've entered the username of the account in the forgotten password section and it says that it sent me email but I don't receive anyting. I'm 100% sure that I'm looking into the right e-mail... also I managed to retrieve this account which is my alt account and the main shouldn't be deleted or something, because I've played on it more recently than on this one. Any suggestions what should I do?