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I would suggest contacting Kobo via they're Help/Support Line and not via email for a much more timely solution to issues regarding Kobos.
You can reach Kobo at 1-866-204-4714 8am- 12am EST 7 days a week
In-store we deal with Kobo issues for defective kobos (people with frozen screen or issues with sync'ing via Kobo help support) and they're service is prompt and fast they answer almost immediately and try to fix the problem while on the phone.
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