I have just received support for the same problem and the support fixed it completely and they also reimbursed the lost amount of time by extending the service. I have to say I am very pleased with the general outcome. It took exactly 3 days for the support to respond to the problem, I know it can be intimidating to see no response in short amount of time, but I would like to state that the support is actually reliable and they are kindly making up for the lost duration.
Make sure to submit a ticket, and be patient. Their support function was under maintenance so that was potentially the reason for the delay, I assume you will not have such a problem soon.