Email already registered


when I try to change the email in my account to my personal one I get the message:
“entity already exists”
But when I use the “Forget password” option I got the message says
“User with e-mail address does not exist”

In the past I had some difficulties with the gateway ID and logon so maybe this have to do with it.
Can you delete the email lock so I can use my personal email?
Thanks in advance.