Cows getting bigger - your student should call their helpline. They list it under the 'help' section of the e-exams section.
Dragonlight - i'm at the same stage as you, waiting for my Ground School provider to acknowledge that I trained with them. It's been a week now since I completed my most recent stage of the proceedure with the CAA. Not sure who's holding me up now, my training provider or the CAA. It sounds as though i'm in a similar situation to you, as I have completed all of my past exams on paper. I only have one more exam to do, so it's been really frustrating all this palavar for 1 exam
Do you not have the hardcopies of your exam results? The CAA should also have these and be able to upload them alongside your next results?