Unfortunately, there's not much we can do to help in this regard. The best advice that we can give you is to contact your hosting provider and they can definitely guide you on how to retrieve them.
By default, some hosting providers do not allow connection access to the KPIBees servers. As a good rule of thumb, scan your database IP and port to see if it's opened. If it's not opened, and your database credentials are correct, the most likely scenario is that you need to whitelist KPIBees.
If you have errors while trying to connect your database, please check out this article for debugging information -->