I am having the same problem Sarah, I have tracked the company Ballesmar down to spain and e mailed them but have been told they have gone into receivership! I too have been told to rip it up and start again but am loathe to do so! The companies number is 0034 96477 0032, but havent actually tried it yet as cannot speak that much spanish! Only found out they had gone into receivership on another forum. The annoying thing is that if you log onto ballesmar web page, the cirat tile is the first tile to pop onto your screen! If you manage to get any PLEASE let me know!