Giles,

          Were I you I would e-mail NVAccess directly via info@....   They should be able to direct your query correctly, and it's almost certain to be an issue that must be corrected on their end related either to your account or their archive.

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Brian - Windows 10 Pro, 64-Bit, Version 1903, Build 18362  

The color of truth is grey.

           ~ André Gide