Rand & Lee, thanks for those responses. Both of them BEAT THE HELL out of the email chat I just had with epassporte's support:

my original email:
help...(kinda the same as my first post here)

epassporte response:
Dear Epassporte Cardholder:

In order for us to better assist you, can you please contact our sales department @ 1 (310) 301-6446

We apologize for the inconvenience, for further assistance please contact us.

Regards,

Katherine
my response:
Thanks, but as mentioned the problem is that you are in the USA and I am in Australia, it is difficult to phone during your business hours and expensive too. Email correspondence is a lot easier, can you please respond via email?

Thanks,
Luke
their response:
Dear Epassporte Cardholder:

In order for us to better assist you, can you please contact our sales department @ 1 (310) 301-6446 or you can email them at sales@epassporte.com

We apologize for the inconvenience, for further assistance please contact us.

Regards,

Katherine
great support - NOT!

cheers,
Luke