Urgent please! wireless pro does not import from sd card

In preparation of my travel next week I bought the rather expensive My Passport Wireless Pro! I am very upset as it does not seem to do what they advertise.
When I insert the SD (I have tried several others as well - all compatable) and try to import the photos from MyCloud the drive does not recognise the card. I get the following message: “Warning: Check that your SD card is inserted correctly and try again”
I have been through previous posts on this matter, as well as the WD knowledge base, but without much luck!
WD support is also dragging their heals when it comes to assistance in getting this resolved!
Hopefully one of the fellow users experienced the same issue and will be able to assist me?
Pleazzzzzzzzzzzzze this is URGENT as I will be leaving in a couple of days!