I raised a similar issue on on 1/11/22 on Slack ‘support’, as this is the process advised on this forum.
There has just been a reply (on Slack) saying that you need to access your account from the right web address, access it from the wrong location and you may not be able to edit the details that you can see.
Not had a chance to check the ‘solution’ provided, but it seems to me that support for such issues via slack ‘could be improved’ …