Hi @llwp,
Thank you for getting in touch, we do appreciate your time. I am sorry to hear you and your client are having trouble reaching our support channels.
We do usually reply to all submitted tickets within 24 hours, however in some cases either your submission or our reply may be filtered by spam filters, or experience delivery issues.
Unfortunately, we are not allowed to share contact information via these threads and under the WP.org guidelines must direct you to our website instead.
With that said, as you are having trouble with our normal support channels, I’d like to ask that you register on our Pro support forums – On the right-hand side of the page you will see an option to register on the forum, which will allow you to submit a thread there.
Once you have opened a thread, we can either help solve the issue there, or exchange direct email addresses using a private reply, so that we can get this resolved as soon as possible.
Our apologies for the additional steps needed on this one. Once we have a direct line with you or your client, I am confident we can make things right.
Note: This thread will be marked as resolved as it is related to our Premium add-on, and support related to that product. As per the WP.org guidelines, we must redirect communication to our website, and mark this thread as resolved.