despite a port on the motherboard for the back-lite option, not all motherboards actually have all the supporting hardware. Those that do, but aren't equipped originally with the backlit keyboard typically haven't installed the basic drivers to operate one.
start by opening: [control panel]>[system]>[device manager] and select 'search for new hardware'
It is possible it is still your, can you click forgotten password and follow the instructions?, they should send you a reset link to the Email address you used when you first registered.
Please provide a better description to include manufacturer make and model information. Insufficient detail to provide assistance. Have you tried contacting the service provider?