For safety reasons we keep the support portal and the trading platform in a completely separate environment. When signing in to the support portal, you can use the login information of btcpremium.com that is authenticated by SSO.
In case your account is locked or you need to reset the 2fa, login to the standard Support login page. where you also set up a username and password upon your first registration.
One reason that your account could be blocked, that you or someone else tried to many times to login with an invalid password. In this case we close your account for an hour. After that time you can ask for a password reset, and try to login again.