If you visit the official website, then you'll notice a chat bubble on the lower-right section. Click it and talk with an operator, then provide the reference number posted in your question and they should see what the problem is. Since you've paid some money to them, I believe they are entitled to help you.
There is nothing I can do from here since I am just a user as well.
Use the following website: http://wiki-errors.com/help-center/