We were able to get back and explain what went wrong to the customer. Your business is definitely wanted here and we apologize for the technical issue on our part.
It also wasn't the spam folder.
Great to see this is solved. Maybe you should get more people working on the Support team? It take 2 days just to receive a reply.
Don't see any hint on their website that they would be hiring. Also Bitcoin is a 24/7 thing, so Monday - Friday Central Time doesn't exactly cut it.