As happy as I am that things like this can happen (IDK if you know John or just sent it to his email) it annoys me that problems like this cannot be fixed without complaining on social media/sites like HN.
The number of times I've followed a companies support channels and heard no response in a weeks time then tweeted and got it resolved in less than 3 hours is staggering and quite disappointing. The squeaky wheel gets the grease....
The only real solution is to redesign the way they create accounts as this is inherently insecure but I'm going to assume that maybe they'll fix OP's issue and stop at that.
The number of times I've followed a companies support channels and heard no response in a weeks time then tweeted and got it resolved in less than 3 hours is staggering and quite disappointing. The squeaky wheel gets the grease....