See the latest update by Jolla, where they explain how they are processing orders and what to do in case of known complications (such as having made the pre-order and order from different e-mail addresses). They also explained how they are still processing Batch #1 orders due to certain technical delays (dust issue in early shipments).
Jolla are a small company and do not have a huge customer service team. For any questions, it is better to check in the forum first. You can expect a quicker response here.