Hello there, this is an issue you need to message Kano Support about, so they can have your details and look into it from there.
As Relentless said , support is the place to ask, not here, as you will not get an answer in the forum.
Hopefully today you will get an answer or the latest tomorrow, Kano is not even open yet. they open in about an hour , then they have to go thru all the support emails they have received since Friday, just be patient, sorry .