The support will help in the basic matters and if there is tecnical issue they will probably raise an ticket to solve the problem and transfer it to the team to look into the matter and ask for you to wait for sometime but going through support team is the only way as they won't handle any issues outside or on social media.But yes you can tell here what's the problem to help better.
It is usually better to ask for support from the staff, but then also write to their social media and here to get attention, I do not support that because it creates a lot of workload for the people who are already looking into the problem, there is no reason to pressure them like that, but at the end of the day there is a reasonable approach if you are not getting responses fast enough, that added pressure will make sure that you would get your responses quicker.
Just don't do it after a few hours, because that’s normal, if you don't hear from anyone over 48 hours, you could start writing here and on social media to make it faster and quicker response.