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No, I mean the rule that says what to do if it takes too long.

Sorry but I can't find it. I have to write an email at the support?

...at the end, where it says

To ensure that you request is tied to your account and prioritized appropriately, please contact us using the email address you have connected to your account. If you still need to make a topic about a Support Request, you must include your ticket ID with your message.