If your security question is your birth date, make sure during the reset password process that you are entering your birth date in this format (E.G. year/month/day) If this does not work, please enter it (E.G. month/day/year).
If your security question is another question, please realize it is case sensitive and try entering your response with a capital letter. If this does not work, please enter it with a lowercase front letter.
If none of this works for you, submit a help desk ticket so that the Support staff can better assist you.