dk if its the correct sub to post but someone pls help(kotak 811)

hi, i opened an account with kotak (811 super) and recieved a infinite metal card with the welcome kit on saturday but my card isnt shown anywhere on the kotak app or the netbanking and also its not working online and im not able to set pin too, tried contacting the bank guy who helped me get the card and he told me that he has no idea, if anyone has gone thru similar stuff pls help me out. thank you