that email worked for me when I couldn't log into my account, and I've heard about it helping others too. But I'm not sure what goes on behind the scenes there, responses kinda vary.
It's likely that the people who could do it before (such as snk) were global staff, not just iEra staff, so they had access to that kind of stuff. As for right now, I'm honestly not sure if any iEra staff are also global staff and able to help with these issues, so that's why we redirect you to toonslab.