Just and update. Me and Aquatuning have resolved the issue now. It is a long process and it will take time. They will also want you to pay for shipping which is £15+ but can be willing to refund you shipping costs if they find a fault.
Use the link above and all issues (at a slower speed then I and many people would like) will eventually get resolved. It's also worth noting that I cannot connect to their German number too but everything worked out in the end