The account owner must contact us. If something about their account has changed that prevents them from contacting us with the email address that owns the account, then they will need to provide evidence to prove ownership.
The account owner's email was hacked, she lost her email account, that's why we're contacting you using mine, because we have a LOT of projects where we're both admins. Our current primary project is developped with just the two of us. We have provided ample proof of ownership in the ticket. A full explanation and tons of screenshots of the whole situation, the hacker contacting her through Discord, her hacked Linkedin contacting people to try to get them to download malware from her Itch that we reported, proof of us working with a Canadian non-profit that has warned people about the hacking as well as their email to contact them directly, screenshots of the repositories of our games, people that have also worked with her and are admins/collaborators on games she's worked on that can back up everything we explained, we own a Discord server where we have been posting about our Itch projects for weeks (she has recovered her Discord account), etc. and we can provide any extra proof of ownership necessary. The account is even currently suspended because of the malware the hacker was distributing, which happened about a week after we originally contacted support and explained the situation. Her original email is completely lost, the hacker has full possession of it, so we can't contact support with it. She has contacted support with her new email with ID 382456.