I think you will have to raise a ticket to support [at] eukhost.com if you want them to reset your password for you (security).
Not sure why it's not working when you do it - but a raising a ticket (go to the support section of euk's website or just send an email) is the way to get it done for you
You will need to submit a ticket for our Billing Department from your email address registered in our billing system. New password will be sent to your registered email address only.
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