Unfortunately you might have to try ringing them to get this resolved, although I don't know how bad it is to get through at the moment. A few weeks ago you had to pretty much ring as soon as they opened or you wouldn't get through before close of business. Hopefully things are a bit better since then (although their email support suggests it's still overloaded).

There's also a Live Chat option as well somewhere (I don't know a link sorry), but from forum responses/chat logs people have posted, they don't seem overly helpful/able to solve issues, but if you can find a link to get onto it, it's worth a try probably.

Sorry I haven't been more help