Can you call them for free/for low cost? If so, I would give them a call, their callcenter (in Switzerland for me) always worked out greatly for me (ok, just 3 times so far) while contact by email is usually slow, and take ages (At least the 2 times I had contact by email, while it was slow, they eventually fixed it)

-> Give them a call if you can, I think their webform to contact them is only available after login.

Which country are you located? if you can't find their local number, we might help you out..