Board Thread:Questions and Answers/@comment-26467675-20150605143305/@comment-24187738-20150605150117

I think what Ragnarok meant was, are you playing on the EN or JP server? What language is your game in? If it's EN you'll have to email them with all the details you remember to get the recovery process started.

And yes, it's true. If you don't have enough details, you won't be getting it back. That's just how it works.