If you require support for an issue not answered by our Knowledgebase or just have a question, please open a ticket to initiate our email-based support.
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Because we get tens of spam communications for every valid one, we do use some heavy-handed anti-spam mechanisms which can delete tickets before we see them — especially if the subject line and/or content "looks" like spam. If you don't get a response within 1 business day, please login and check your tickets to ensure that the ticket is still there.
In our workflow, tickets get closed when we are waiting for a response from you or if it's also posted to our development system. This is normal and tickets are automatically re-opened when the next communication (ours or yours) is posted to a ticket.