I have tried to contact someone for help for just about 2 weeks now.
I tried forum, I tried official email listen in the project release instructions, heck, I even tried twitter. I have been polite and patient.
I have spent some 4 years making the game, it's not a joke or a hobby to me.
If my experience is anything to go by, itch has a serious problem when it comes to developer support. Without said support this seems not to be viable platform to release a game on.
TL;DR;
itch.io - you're dropping the ball. hard.