Ibibo Group / Goibibo — Credit shell not available

I booked a for march 2020 but the flight was cancelled due to covid. The ticked was cancelled and i got a message that credit shell is available from goibibo

Now when i want to use the credit shell for a new booking for the same passenger, same carrier and same destination i am not getting an option to pay via credit shell. Also when i try to see how much balance i have in credit shell based on pnr i am getting error that unable to fetch credit shell.

I am not able to contact goibibo team by any means. Please help on this.
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    Ibibo Group / Goibibo Phone
    +91 12 4674 9000 [CEO]
    +91 92 1302 5552 [Goibibo]
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    5th Floor, Good Earth City Centre, Sector-50, Gurgaon, Haryana, India - 122018
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