Support say my mail is not connected to the order number i gave (oneplus powerbank)

Help! I actually got through live chat with that order number just saying its not working etc, now i just got this email:

"Good day!

Thank you for contacting OnePlus Customer Support. This is Jean from OnePlus Payments & Replacement Team and I will be taking over this ticket to further assist you. I understand your power bank no longer works properly. Rest assured that I will help you with your concern accordingly.

We were about to process your replacement accessory. However, our system could not identify the email address you have provided us, which is: censored . Kindly make sure to have it registered with OnePlus first. You may also, provide us the email address that you have used to purchase this order #1500518373, for us to proceed accordingly.

Also, we will need to confirm your address for the replacement along with the email address that is associated on your OnPlus account, please provide me with the following details:

First Name *
Last Name *
Company
Street Address *
City *
Country *
State/Province *
Zip/Postal Code *
Telephone *
Email:

Once provided we would then process replacement immediately. Looking forward to hear from you.

Kind regards,
Jean"

Is there anything i can say to get the powerbank or is this it? I used the serial number in the original post, and my own email.