A: We’re truly sorry that you’ve had to face such a long delay, that’s certainly not the experience we want for our users.

Please know that providing timely and helpful support is very important to us. However, due to a high volume of incoming requests, our support team is currently under significant load. As a result, if a ticket remains inactive without a follow-up or update request from the user, it can unintentionally move down in our queue as newer tickets come in. This unfortunately may have led to the 16-day delay you experienced.

To avoid this in the future, we kindly encourage you to request an update on your ticket if you haven’t heard back within 1–2 business days. Doing so brings your ticket back to the top of our queue and ensures it receives the attention it deserves.

Kindly ask for an update in your existing ticket now — doing so will bring it back up in our queue, and one of our colleagues will get back to you as soon as possible.

Thank you for your understanding, and again, we apologize for the inconvenience.