When you post here you are not talking directly to Pure Planet but to your fellow customers. So it's a public forum, best not to include personal information.
To talk to Pure Planet about your account, open the app, click on the three little bars top right hand corner, select Help, then choose Wattbot, put 'message the team' in the question box and then explain the problem. They promise to get back to you within one or two working days.
Hope that helps