This is an issue on your side : check your spam folder, everywhere.

If you can't find it contact customer support and mention your travel date in the header : https://eurail.zendesk.com/hc/en-001/requests/new

They'll probably be helpful. :)

Thanks thibcabe - they did indeed respond and it’s sorted. Hurray. 

Just FYI: all you really need is the pass number and you can also find that in your Eurail account, in the Order overview.

good to know that. thanks for all your help! very much appreciated.  I do still wish I had the ease of the paper pass though! (tbh, am of an age now when the focus on mobile use can be challenging at times….)