You will want to contact "Chat Support" or "Phone Support" (by phone there are fees, chat is free).

Just go here and click on "Additional Assistance". Fill the form (category: software token ; lost) and explain your problem briefly.

Copy your inquiry number somewhere, notepad for example, and get in line for chat support. Make sure that you have your personal information at hand (ie: date of birth, address, etc.) and the problem should be resolved very quickly.