AIA - I know this is a miles forum / thread but don't see anything other than this forum for Alaska Airlines so posting here - pls redirect as/if appropriate.

I booked two first class tickets (almost) a year ago for my wife and I RT BOS<->PDX - my wife had to cancel at the last minute - we are owed ~$650 in flight credit.
We are trying to find this flight credit and have the ticket #'s and record locators - Alaska Air phone reservations agent is telling us the only way they can help us is with a PIN they sent via email on day of cancellation.
We have gone through all our emails and have never received any such communications from Alaska. Looking for advice or similar experiences as to how to resolve. The flight credit will expire w/in 3 days so time no longer on our side.

Thanks!