Please submit a ticket
to have the GMs reset your character passwords if you do not know them. The questions they ask you are standard, and if you put any real time and effort into your characters, they are questions you should be able to answer. It's a pretty simple process, really.
A hacker would not likely be able to intercept your ticket. If you have any doubts, you can work through the My Tickets
section of the website to check your ticket status and send/review replies from GMs there without having to go to your email.