First, check that our responses, including the confirmation email that is sent shortly after you submit a request, are not ending up in your spam filter. If you are submitting your request through Site Manager -> Support -> Submit Support Issue, you also need to confirm that you have configured an SMTP server (Site Manager -> Settings -> System -> E-mails) and that outgoing messages are not getting stuck in the email queue (Site Manager -> Administration -> Email Queue). If you receive no automated confirmation email within an hour or no response within one business day, please call the support line to check on the status of your request.
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