welcome to the community at @FenrirWolf , hope Asuna helps with your issue. Most issues with The Otaku Box are taken care of though support@theotakubox.com or you can post your issue in this thread here (click red text for link).
A majority of us with the exception of Asuna, Tamkama, Goku87, and of course Liz, are all normal subscribers of the box ourselves and have no inside workings of The Otaku Box beyond the forum.