It depends on the problem. SR Support seems to think you were locked out of your account entirely because you forgot your password, but here, you say you lost your PIN. So which one is it? If you're entirely locked out of your account, then, yes, you needed to create that new account and will need to provide SR Support with info to verify that the account belongs to you. If, on the other hand, you lost your PIN (which is what you stated here) then you should still have access to your account and should still be able to reset the PIN on your own.