Heat Wallet issue

Hi Guys,

I'm having an issue with my wallet, I logged in a few days ago, everything was fine, my coins were there, however today I tried to log in, it asked for my phrase, it asked for my pin code, however not the login id that I created for heat wallet, " @heatwallet.com " and now I do not see my coins there, I tried to open a ticket through the exchange, however it says invalid account.  I then tried to import my heat file, however I get a message saying invalid file type.  Please advise.