i suggest you send a PM to Randian Hero, and hope for a quick response, but do not worry if it takes a day or two.
Ive sent him a pm before, no response.
and sometimes it may take some time before you get a response, but it always works out in the end.
Unfortunately (talking from personal experience) this may take a lot of time and a lot of back and fourth until it gets resolved. Yes it will get resolved at the end but the support should be a bit more active and eager to help imo.