Here's an excerpt from the email I sent to Evernote: Regarding contacting Evernote, I find it troubling that I cannot use live chat if I do not have my username and password working. In this situation we find ourselves—your site being hacked and passwords being reset—I find this to be a really huge oversight on your part. Please change your chat to be open to anyone, especially since you do not appear to even have a phone number to reach customer service at. I'm very concerned now that your service is not as PREMIUM as you claim ... even though that's what I'm paying for. — Now, here's the issue in it's entirety. I cannot reset my password, as I just completed changing my URL and no longer have access to the original email I registered with Evernote. This is also the email that is considered Premium. Since I have to use a new email address to contact customer support, an email address that is not associated with my premium account, they do not guarantee a 1-day business reply. In what I do recognize to be a worst-case scenario, this does not work for me or for anyone that I can imagine. I'm in the middle of a site design for my client and some vital information is stored in my account. It's been four days now and I'm in a serious pickle! Any suggestions on how to contact them directly. Not using existing system which does not work.