Hi. I've been using raisin for a while and find it very good. Sorry - I can't help you with your specific question (but from a quick look, it seems like it's "Reference Account" you need to input). Just to say that although the automated parts are quite fast and work well, it tends to take a good while for customer service to respond and deal with issues (I guess they're understaffed and dealing with very large numbers of queries), so I think you'll just have to keep waiting patiently, I'm afraid. The only other thing I can suggest is to contact them from within the portal page after you've logged in - there's a help chatbot - maybe it'll give you a response more quickly.