We are so sorry you are having trouble!
You can request a password reset by just clicking on “My Account”, then “Login” followed by “ Forgot your password”. From there, enter the email that you use to login to your account and click “Request Password Reset”. You will receive a link in your email. If you submit more than one request, only the most recent link will be active, so be sure to use the most recent email you receive.
If you have any issues resetting your password, please contact the Sanrio Customer Care team & we’ll be happy to help!