Sorry for the confusion, my message was not meant a solution to the poster’s problem, but rather an explanation of how the system works, and a note for future readers about the limitations of the system.
Because it’s effectively a tool for sending unsolicited emails and attaching a key to a third-party’s email, we have to be extra careful about how it’s used and who can use it. We have reputation to maintain with our email sending accounts. There will always be a human who will need to review the account before sending mass emails can be authorized. Unfortunately the approval throughput is limited to our support team’s ability. I’m sorry it took a week to get a response for your account, typically we aim for around 1 to 3 days response time, but there may be other factors that could introduce a delay. Notifying us through another channel with a ticket ID can help to get your ticket looked at sooner though.
If it helps, after performing a Kickstarter import, you can download the email -> key association as a CSV from the import page. If you have a mechanism to email your backers directly, or they are individually in touch, you can look up their access URL via their email and deliver it to them.
In the future we might explore some other options, like allowing itch.io accounts to “claim” their key assuming they have the associated email on their itch.io account. At the moment though, this import feature is used relatively infrequently so I don’t know when we might get around to an update like that.
Edit: This now exists https://itch.io/t/2881049/new-key-distribution-method-for-kickstarter-indiegogo-and-csv-imports
I can also review the docs and on-site copy to make it clear that human approval is needed from our support team before sending an email from an imported email list, including a note about anticipating the additional delay from that.