The reply you were given was to contact Donkey Crew support because we know they can help with that. They've access to different tools and knowledge regarding the particular issue you'd described. Looks like they were able to assist you!
Don't hesitate to get in touch with us again if you have any other problems.
Note: Can I just put it out there, that we never use profanity or bad mouth game developers in our ticket responses. I reviewed this particular ticket and confirmed it was a perfectly reasonable and polite response.