We recommend visiting your closest JR Office for help as they are the ones who can see what have happened.
Getjrpass.com only sell the MCO exchange voucher. Once the voucher is exchanged in Japan, we can no longer see or do any changes regarding your Japan Rail Pass.
Sorry I couldn’t be of more help. But in this case, JR will solve this for you. JR offices and desks can be found in all major airports and trainstations across Japan.
With kind regards, Jonathan H.