A request went unanswered for more than 24 hours that I eventually had to make a call to their support number to sort out. Why do they bother offering email support, if they aren't going to respond? Using the escalate address mentioned in the auto-reply did bugger all. I assume it must be an internal office joke whenever a client sends to that address. I used their email support again today to see if things would be different a second time. I'll update this post if they respond, still waiting.