We will get back to you shortly...
Many large email services have recently implemented 'email verification' systems, which require senders (us) to get permission from the receiver (you) before the message is delivered.
These systems are at best buggy, and will often block our support responses.
These 'anti'-spam systems in practice filter out too many valid messages.
Many spam filters now look for words like 'support', 'request', etc. And due to the content of support answers, may also include words like 'sleep' and 'hard', which also trigger filters.
We ask that you immediately add us to your emails white-list / safe-list so that you actually receive our message. If you do not hear back from us in a day or two, that may be what has happened.