To submit a ticket at Customer Support, you must register an account there using the same email address as that used to register for the game.
The play the game, you must have your region settings set correctly.
On the Runes of Magic launcher, click the big "Region/Language" button and set your region to USA/Europe/Australia depending on which region you registered to play.
Given that you're posting on the US forums, I'm guessing you want USA.