Thank you so much..What you have to do is to choose the option for PR applications, then choose any option when they ask with which letter your application begins. And then when they ask you for your file number just press #. Then they will ask for your year of birth. After you've entered the year they will say they were not able to find your application and then you will be offered several options including the one to speak to an agent, which is 0. That's the way I did it and it worked fine.