Reactivating Nation Hela

The last few days have been spent trying to reconnect a Nation Hela card, that has been not much used since the launch just over a year ago.  The card was active, but the registration documents were never uploaded, rendering it inactive after a short period of usage. 
The issuance of cards, back office, registration, and payments are handled by Diamond Trust bank and their branches are the easiest way to obtain the cards, as well as load cash onto the prepaid card. For some reason, top ups with M-pesa don’t reflect for a few days.
The menu is also on one’s phone and can be accessed by checking *348#  and each use of the card is confirmed by an SMS to one’s phone.