I was faced with the same problem yesterday: unable to login, unable to change password. Customer Service told me I'd need to wait two days before my account would unlock. I asked her to check what could be done: she went away and came back with 6 hours + a password change.

I've no idea if she'd made a mistake or if I'd successfully haggled a better solution with QR's internet. support.

Later that day I logged on, no password change but an OTP.