My advice us to file another tm30 before you go for your extension. If you have had one filed for you by a hotel etc then the addresses will not match and you are in for a hard time. As Brandon says you can only find the record to print for 7 days.
it is very frustrating. Why cant they help you sort it out in your branch? I would suggest that it might be the device you are using. If you change your phone but keep the same number some banking apps will not work until you visit a branch and register the new phone.