Just sharing my experience. I was told by support to email [support@sonybank.net](mailto:support@sonybank.net) with your full name (has to match your account) in the body of the email and attach a copy of the email you received from immigration in PDF format. The email address you send from needs to be the same one registered on your account. They ask you to password protect the PDF with your phone number, again the one registered on your account. About 2 hours after sending, I received a reply from Sony Bank confirming that the deadline for submitting my new residence card had been extended by 2 months.
by kadoka66