ScanDisk USB3.1 Software Update - Forces incorrect password statement

HELP! Software update on USB 3.1 Flash Drives invalidates my Password - hint still present.
On logging in to USB stick both stated needed software update but now no longer gives me access although using correct password. Value advice please - I took a new unopend Flashdrive out and notice the file names have changed.

Hi @MikeScan1,

Have you opened a Support Case? If not opened, for more information, please contact the SD Technical Support team for best assistance and troubleshooting:
https://kb.sandisk.com/app/ask

I have tried so many times to open a case and it refuses to submit. I have tried the contact route and no success. Why can I not submit a case…i fill all the boxes and no errors are showing.