Am I able to get a refund since My pass has no QR Code and this has made it impossible to use the pass?

I purchased a 10 day pass, was able to book my first ticket and have not been able to use the pass since. 
I’m currently traveling, EURail has no one to contact  and responses are delayed for 7 days. 
I purchased this pass in good faith. but it unfortunately it is a subpar product/service and should be fixed before it is sold to consumers.

 I have spent hours at counters trying to make reservations and have to end up paying out of pocket every time. I would like to be refunded the the unused 9 trips I have left on my pass since I’m not from Europe.