Did you open a Case here? with the option traveling right now?

Here in this group are few members of Eurail staff but usually just within business hours from Monday to Friday 
If your request is not answered till Monday they can forward your request to the Service department.  

Hi

I quote myself:

Have you restored your previous phone's applications from a backup of google Drive or an equivalent service?

My wife’s phone was stolen on the way, but Rail Planner with her IR-pass automatically downloaded from the cloud to her new phone.

Nonono I just wrote them and they fixed everything in 2 minutes :))) perfeeect!!! but thanks for your reply!

Great!

Good that customer service is also working outside of then normal office hours. @Nanja, when is customer support working? Maybe that could be mentioned on the support page?

Our Customer Support agents are also working outside standard office hours. The number of agents working outside office hours depends on seasonality and the total number of messages we receive. We do not have live support so all messages are answered within a certain number of business days, which is also dependent on seasonality. Basically, messages are prioritized depending on urgency and not on time of arrival. We recommend to not be send duplicate requests as this does not help to get a faster answer but slows it down instead. I trust this clarifies it. Cheers,