学生F1签证，填写个人信息时多次报错

我实在找不到原因了，每次都给我提示这个……我上的还是上次的账号，邮箱也是系统提示的邮箱。求大神拯救我
错误提示如下：
Your personal details match the profile which already exists in our database. The user id of that profile is "和谐邮箱了". If you created this profile in the past and forgot the password, please use “Forget your password?” function on the login screen. If this email isn't familiar to you, please contact our helpline through Provide Feedback option in the left menu or by sending the email to our helpline. Please don't forget to attach the scanned copy of your passport’s data page to your feedback message/email.