can't login :(

I can't login in game anymore, I once closed game directly tapping "X" button on the upper right corner (I didn't log out before that, my character was logged inside the game when I did that, it was explorable area), after that when I try login the game with right username/password/character name combination game doesn't recognize it and I can't log in ( so what happened? Is my character stuck in online mode or something even that my computer is shutted down?

The game account password reset didn't help, I tried that already two times :/.

I trust you have contacted support about this. Ive never seen anyone with this issue and couldnt even wager a guess as to the cause or fix