Help with resetting the Offline Payment Password (OP Password)

I sent the email to [email protected] referenced in KB: http://kb.worldsecuresystems.com/939/cpsid_93902.html though I have not received a text message to the phone number supplied.
Our site is nosillaorganics.com, we are a client of BigTurns.....Can someon help us get this moving please?
Recap of the issue we're facing:
We use offline credit card processing and cannot retrieve the PDF Secure Passphrase so in effect cannot process any orders....it's kind of a problem. :-)
When we try to access the PDF Secure Passphrase we receive the message: "Your Offline Payment Password (OP Password) is overdue. For security reasons, you must change it every 90 days. To access this area, you must login using your OP Password."
We have the choice to Cancel or Continue...when we hit continue.....we go to the OP login screen and it asks us to enter the old OPP though it doesn't actually work because we always get the following error upon submit:
"Your offline payment session has been temporarily restricted due to too many failed login attempts. Your account will automatically unlock shortly; there is no need to contact customer support." however it has been over 5 days and the account is still locked!
Jon

Hi Sanjit,
thanks for your reply....see thread below between Charles from BigTurns and Adobe Support...it looks like the ticket # is 26088.
thanks in advance....weeks have passed and we still can't access information for our online retail orders! Please help.
thanks,
Jon
---------- Forwarded message ----------
From: Adobe Business Support
Date: Fri, May 10, 2013 at 5:26 PM
Subject: [Adobe Business Support] Re: Offline Payment Processing
To: Charles Brodeur <[email protected]>
##- Please type your reply above this line -## 
Your request (# 26088) has been updated. Reply to this email or go to our Help & Support page.
Sachin Hasija (Adobe Business Support)
May 11 03:26 (EEST)
Hello Charles,
Thank you for contacting us.
In order to reset the OPP you would need to follow the steps mentioned in the article :http://kb.worldsecuresystems.com/939/cpsid_93902.html
You would need to send the documents to the e-mail address mentioned and then the password is sent to you via text message.
Hope this helps.
Thanks & Regards,

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        </div>
        <div class="row">
        <p class="field field-a">
        <label for="shipping-city">City <em>*</em></label>
        <input type="text" class="text" id="ShippingCity" name="ShippingCity" />
        </p>
        <p class="field field-a">
        <label for="shipping-state">State <em>*</em></label>
        <input type="text" class="text" id="ShippingState" name="ShippingState" />
        </p>
        </div>
        <div class="row">
        <div class="field field-a">
        <p class="field-b">
        <label for="ShippingZip">Zip / Postal Code <em>*</em></label>
        <input type="text" class="text" id="ShippingZip" name="ShippingZip" />
        </p>
        </div>
        <!--  <p class="field field-a">
                        <label for="shipping-phone">Phone Number <em>*</em></label>
                        <input type="text" id="shipping-phone" name="shipping-phone" />
                    </p> -->
        </div>
        </fieldset>
        <hr />
        <fieldset>
        <h2 class="a">3. Billing Address</h2>
        <div class="row checkbox"><span class="tick">
        <input type="checkbox" class="tick" value="1" id="f-shipping-same" name="same_shipping" />
        </span>
        <label for="billing-same-as-shipping">Check this box if billing address is the same as shipping address.</label>
        </div>
        <div class="row">
        <p class="field field-a">
        <label for="billing-addr-1">Address Line 1 <em>*</em></label>
        <input type="text" value="{module_homeaddress}" id="BillingAddress" class="text" name="BillingAddress" />
        </p>
        <p class="field field-a">
        <label for="billing-addr-2">Address Line 2 <em>*</em></label>
        <input type="text" class="text" id="BillingAddress2" name="BillingAddress2" />
        </p>
        </div>
        <div class="row">
        <p class="field field-a">
        <label for="billing-city">City <em>*</em></label>
        <input type="text" value="{module_homecity}" id="BillingCity" class="text" name="BillingCity" />
        </p>
        <p class="field field-a">
        <label for="billing-state">State <em>*</em></label>
        <input type="text" value="{module_homestate}" id="BillingState" class="text" name="BillingState" />
        </p>
        </div>
        <div class="row">
        <p class="field field-b">
        <label for="BillingZip">Zip / Postal Code <em>*</em></label>
        <input type="text" value="{module_homezip}" id="BillingZip" class="text" name="BillingZip" />
        </p>
        </div>
        </fieldset>
        <hr />
        <fieldset id="credit-card-information">
        <h2 class="a">4. Payment Options</h2>
        <div class="row">
        <h4>Approved 30 DayAccount Customer</h4>
        <p class="field">Please select   
        </p>
        <input type="radio" name="PaymentMethodType" id="PaymentMethodType" value="8" /><span style="font-size: 18px; color: #ffff00;">Account Customers Only</span><hr />
        <h2>Pay by Credit Card</h2>
        <p class="row row-accepted-cards">
        We accept the following credit cards: <img alt="" src="temp/cards.png" />            </p>
        <label for="card-type">Card Type <em>*</em></label>
        <span class="select">
        <select name="CardType" class="text" id="f-cc-type">
        <option selected="selected" value="1">Visa</option>
        <option value="2">Master Card</option>
        <option value="4">American Express</option>
        </select>    </span>
        </div>
        <div class="row">
        <p class="field field-a">
        <label for="name-on-card">Name on Card <em>*</em></label>
        <input type="text" name="CardName" class="text" id="f-cc-name" />
        </p>
        <p class="field field-a">
        <label for="card-number">Card Number <em>*</em></label>
        <input type="text" name="CardNumber" class="text" id="f-cc-number" />
        </p>
        </div>
        <div class="row">
        <p class="field card-expiration">
        <label for="card-exp-month">Card Expiration <span class="offset">Month</span> <em>*</em></label>
        <span class="select one">
        <select name="CardExpiryMonth" class="s" id="f-cc-exp-month">
        <option selected="selected" value="1">January</option>
        <option value="2">February</option>
        <option value="3">Mar</option>
        <option value="4">Apr</option>
        <option value="5">May</option>
        <option value="6">Jun</option>
        <option value="7">Jul</option>
        <option value="8">Aug</option>
        <option value="9">Sep</option>
        <option value="10">Oct</option>
        <option value="11">Nov</option>
        <option value="12">Dec</option>
        </select>
        </span>
        <label class="offset" for="card-exp-year">Card Expiration Year<em>*</em></label>
        <span class="select">
        <select name="CardExpiryYear" class="xs" id="f-cc-exp-year">
        <option value="2015">2015</option>
        <option value="2016">2016</option>
        <option value="2017">2017</option>
        <option value="2018">2018</option>
        <option value="2019">2019</option>
        <option value="2020">2020</option>
        <option value="2021">2021</option>
        <option value="2022">2022</option>
        </select>
        </span></p>
        </div>
        <div class="row">
        <div style="display: none;">
        <input type="radio" name="PaymentMethodType" class="tick" id="f-payment-method-cc" value="1" />
        <input type="radio" name="PaymentMethodType" id="PaymentMethodType_9" value="10" />
        </div>
        </div>
        <div class="row">
        <p class="field ccvn">
        <label for="ccv-number">CCV Number <em>*</em></label>
        <span class="ccv">
        <input type="text" name="CardCCV" class="text" id="f-cc-cvv" />
        </span></p>
        </div>
        </fieldset>
        <div class="wrap total">
        <p class="sum">Total: <strong><span class="amountSpan"></span></strong></p>
        <p class="action"><button class="button-a" type="submit">Checkout</button></p>
        </div>
        <input type="hidden" name="Amount" class="cat_textbox" id="Amount" readonly="readonly" />
        <script type="text/javascript" src="/CatalystScripts/ValidationFunctions.js"></script>
        <script language="javascript" type="text/javascript">
                //<![CDATA[
                var submitcount42059 = 0;function checkWholeForm42059(theForm){var why = "";if (theForm.Username) why += isEmpty(theForm.Username.value, "Username"); if (theForm.Password && theForm.PasswordConfirm) { why += isEmpty(theForm.Password.value, "Password"); why += isEmpty(theForm.PasswordConfirm.value, "Confirm Password"); if (theForm.Password.value != theForm.PasswordConfirm.value) why += appendBreak("- Password and its confirmation do not match."); if (theForm.Password.value.length < 6) why += appendBreak("- Password must be 6 characters or longer."); }if (theForm.FirstName) why += isEmpty(theForm.FirstName.value, "First Name"); if (theForm.LastName) why += isEmpty(theForm.LastName.value, "Last Name"); if (theForm.HomePhone) why += isEmpty(theForm.HomePhone.value, "Phone Number"); if (theForm.EmailAddress) why += checkEmail(theForm.EmailAddress.value);if (theForm.ShippingAttention) why += isEmpty(theForm.ShippingAttention.value, "Shipping Name");if (theForm.ShippingAddress) why += isEmpty(theForm.ShippingAddress.value, "Shipping Address"); if (theForm.HomePhone) why += isEmpty(theForm.HomePhone.value, "Phone Number"); if (theForm.ShippingState) why += isEmpty(theForm.ShippingState.value, "Shipping State");  if (theForm.ShippingCity) why += isEmpty(theForm.ShippingCity.value, "Shipping City");  if (theForm.ShippingZip) why += isEmpty(theForm.ShippingZip.value, "Shipping Zipcode");
                if (theForm.BillingAddress) why += isEmpty(theForm.BillingAddress.value, "Billing Address");  if (theForm.BillingState) why += isEmpty(theForm.BillingState.value, "Billing State");  if (theForm.BillingCity) why += isEmpty(theForm.BillingCity.value, "Billing City");  if (theForm.BillingZip) why += isEmpty(theForm.BillingZip.value, "Billing Zipcode");
                 if (!theForm.PaymentMethodType || getRadioSelected(theForm.PaymentMethodType) == 1) { if (theForm.CardName) why += isEmpty(theForm.CardName.value, "Name on Card"); if (theForm.CardNumber) why += isNumeric(theForm.CardNumber.value, "Card Number"); if (theForm.Amount) why += isCurrency(theForm.Amount.value, "Amount"); } if (theForm.PaymentMethodType) why += checkSelected(theForm.PaymentMethodType, "Payment Method");if(why != ""){alert(why);return false;}if(submitcount42059 == 0){submitcount42059++;theForm.submit();return false;}else{alert("Form submission is in progress.");return false;}}
                // Credit Card info is not required if paying by PayPal, Hosted Credit Card, COD etc
                function ShowCCFields(val) {                           
                    if (!document.getElementById('paymentdiv'))
                        return;         
                    if (val != 1)
                        document.getElementById('paymentdiv').style.display = 'none';               
                    else
                        document.getElementById('paymentdiv').style.display = 'inline';
                //]]>
            </script>
    </form>
    </section>

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