You will actually need to open a Kobo support ticket for this one, I believe. If you have, but no one has responded, the Kobo staff at
www.getsatisfaction.com/kobo are great at following up on this sort of thing--just include your support ticket number in your post there. The Kobo staff there are, as far as i know, many of those level 2 support people we hear so much about
.