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Keep going at it with the support chat bot. If you carry on long enough it will prompt you to open a support case. Don’t let the robot win.
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It takes less than a minute to get an option to email support
No, it didn’t, but thanks; you’re helpful.
Haha, thanks. Man, it sent me in an endless loop of “order” information. Finally had to search different topics, and then I was finally routed to an option to open a chat. Appreciate the encouragement. The bot didn’t win! 
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It sucks that the support process needs a manual. It should just work for anyone. You’re not the first person to run into this. The barrier it presents is really unhelpful for something that is supposed to be helpful.