Hello,

You can access the CS website/platform here: https://support-center.oasgames.com/?lang=en-us
They will be able to help both of you out.

They might ask Certain Questions so do make sure to keep an eye for a reply. These relplies can take up to 24hrs to be send out and CS does not work over the Weekend so getting a reply from CS is unavailable on Saturdays and Sundays