To reset your character password, you have to send in a Contact Us
ticket. Response can take up to 48 hours, and if it takes longer then 48 hours, you can give the ticket number to an Eden Eternal GS (like myself) to get it dealt with.
If you want to check for replies, you can look under the "My tickets" section of the Contact Us link I have supplied.
Hope this helps you out.
Have a good day.