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We typically reply within 24 hours, but please be patient with us and feel free to follow up! We are a small company and our support team members have multiple hats. :)
Please note that sending multiple new emails or contacting us through multiple different platforms for one inquiry may cause confusion and duplicated responses, since it's likely different support members will be trying to help you in different ways or at different paces.
You can simply reply on the same email thread to provide more info / re-open your case! This will also ensure you'll be in contact with the same support member who is already familiar with your case.