Supporting applications

Hello, I'm starting my second year now. Since I'm 24 years old, last year they asked for a statement of my mother's income to support my application for funding (she lives in Bulgaria) (I am alone here). A week ago, she received an email asking her again to support the application and to use her insurance number and so on. She has nothing like that and doesn't know English. Everything is repeating and I don't know what to do. Do you have any advice? One more thing—if they ask for such a statement again for the new year, I won't be able to provide it because she is on maternity leave at home! If she doesn't support my application again, they won't grant me the amount, and I don't understand why since I live alone here. Do you have any advice like can i call instead of her? Thank you very much.