I too had to contact report with the above issue, they were fast, efficient and precise with their instructions
Make sure your Facebook e mail address is current and you have access to it, log in to Facebook
Go to “Account” – “Privacy Settings” – “Apps and websites” – “Edit your settings” Delete the app “The Settlers Online”..... and pray!
After a few minutes (it will feel like hours) you will receive a real life e-mail, it will look like this
https://prnt.sc/vz6qw0
When you have clicked on the link and created a new password you will be back in the game.
Go to in game profile page
https://prnt.sc/vz74va click on it and you will be given the opportunity to create a u play account (if you are unable to choose your correct user name add a number or extra letter to it) this will
not affect your player name ....now you can breathe again as all done!