Just to update- I did receive a response to my last email that they are "already working on it" and they want a screenshot of the transaction. Unfortunately the hash has now expired,
~
Hash is:7ca986aa6b436714584dc230de7f345f97337b24263a27cb1da3aa054754e14a
which hash has expired? the one you posted in the OP?
https://www.blockchain.com/btc/tx/7ca986aa6b436714584dc230de7f345f97337b24263a27cb1da3aa054754e14a why would they need a screenshot? couldn't they just check it in their own system?
it's a custodial wallet
(you don't own/have privkeys), isn't it? so they probably keep logs of everything on their server