Is it the same email address that you sent to the helpline from?
I believe I got one of the several helpline emails you sent and can verify the address if you can verify that is the one you send to the ticket system with.
I am unable to email that address, I tried replying to you a number of times and it sends back with errors:
<m*****@a***.n**.il>:
64.1*.**.250 does not like recipient.
Remote host said: 550 5.7.1 Unable to relay for m*****@a***.n**.il
Giving up on 64.1*.**.250.