Dude, go back to where you chose which app to download for the free souls and look for a link button for support. There should be a ticket or a transaction assigned to your request for your souls, keep that number. If you need to continue with emails about those souls use that number when you contact support. Usually all I needed was to click on the support link and then my souls magically appeared, support is pretty good in that regard. Good luck and good hunting, Shaggy