Hi Idle7,
In our experience poker rooms do not allow retracking or setting up of additional accounts. When multiple accounts are set up it is usually the new account that is closed and you would be asked to continue playing on your original (untracked) account.
You are however doing the right thing by liaising with their support team. They will advise you what is or isn't possible, I would allow a little longer time for them to respond in light of the recent news as I suspect they are receiving higher than normal enquiries from players at the moment.
I just wanted to manage your expectation that retracking is not normally possible. No harm is asking though of course.
Let us know you get on.
Best regards,
Bart