I'm not sure which customer support ticket is yours, but a check doesn't show any that haven't received a prompt reponse. When you log back into our customer center to view your ticket be sure to click on the tab "messages." If there's nothing there, please tell me your customer support ticket number so I may investigate.
Well I figured out the problem. If I click on the message there is a response. A 24 hour download link. I didn't get an email on this and there were no instructions at all. So I had no idea. The original ticket was #2814. Can you extend the time so I can download the file? I'll check again later today.
I'm sorry for the confusion. You should have received an email alert each time we worked on your customer support ticket. Glad to hear you got what you needed.