I have been trying to get in contact with their support through their website but it is impossible. They told me it would be a 5-10 minute wait time and i have now been waiting for over an hour. Is there a way I can speak to an actual human so that I am able to resolve my ticket?
I managed to get a live person on the chat when the useless bot couldn’t help. The person helped to a certain extent, but it turned out that I need more detail. A few days later I got an email saying that they were closing my file, but would take any further questions in 7 days if I replied to it. I did - twice - and both times got a message saying that that email wasn’t monitored. So, basically, their support is fairly useless.
With the newish Chat support then as you say you can no longer email them.
I think that the way to do it now is to start a new chat session and when you are filling in the form put your existing ticket number in the “Subject” box.
Then I’d put in the 'Description" box something like:
“I need more help with existing Ticket No. #######”
and carry on with what help you need.
Not ideal, but it seems to be the only way at the moment.