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Not a consolation to you, and not much help now, but I always download a copy to a PC and strip the DRM so this sort of thing can't happen. It's extra work, and a bit of a pain in the butt (time-wise). It also means you have to have a PC and the time to get set up for DRM removal.
On the subject of Kobo support reading emails for understanding, not so much. I've recently had an exchange with them where I berated them for not reading my earlier e-mails and giving canned responses and their response to that was that maybe I wasn't reading carefully enough. That didn't go over too well with me.
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