I can `t log in

I didn’t play for two or three years and started again two weeks ago.
However, I cannot log into my main account and cannot reset the password.
I wrote a support ticket but I’ve been waiting for an answer for two weeks.
Is it normal that support takes so long to respond?

If you can log in here, shouldnt have an issue logging in the game. Are you launching Tranquility or Singularity? In the top right corner of the launcher it should say Tranquility

I can’t log in to the website either.