Parents cannot support my application (?)

Hello,
My parents have tried to support my application online but when searching for my reference number or searching manually it says that I don't exist. It says that: You have either entered the student's details incorrectly, you may already be supporting the application, financial information may no longer be required, or the student has not completed their application.

This is an application for my second year; the first year was fine.

I have received a letter requesting for parental financial information so they are definitely required.

I think the problem may be that when I tried to apply it told me to enter my parents financial information but I didn't know that at the time so I selected the option to skip and resume it at another point. When I tried to resume it the option to add parents information wasn't there any more.

What can I do now?

You should be able to send the details via a paper form instead, although that might take longer.

I've done that now but I'm worried that seeing as my customer reference number couldn't be found when trying to add it online, it might not work via paper either.