Already had an account in our previous ticket system?
If you already had an account in our previous ticket system, we have already created an account within the new one. The "Login" is the same as before, but the "Email" address is different, because the new system requires a uniq email address. In your previous system customer used the same address for different accounts which doesn't work anymore.
E-Mail format of pre-created ticket system accounts
Attention, now it becomes tricky: Assuming your old login's email was support@company.tld and the login was company, the new email address would be "support+company@company.tld".
If your login was already the same like the email address, e.g. support@company.tld, the new address would be "support+support_at_company.tld@company.tld.
Hence you may either use your previous Login or the new Email address to request a new password.
For more information please see the user documentation: https://user-docs.zammad.org/en/latest/