apple support chat -- real?

I was unable yesterday to get the App Store to recognize my Apple ID password to install a new app. Even used the “forgot your password” link, and App Store wouldn’t accept a new one. Went googling and came to a surprisingly helpful (tho so far unsuccessful) CHAT assistance. Today, still app-less and now anxious, I wonder: What is this new-to-me Apple Support Chat? Did I fall into a black hole?

there’s more. In attempting to set a new password, I was told I could not use a password I had used in past year — so there was access to my chrome-saved passwords on my iPhone 11.

At this point, I don’t feel good about any of this. What is your advice?