Hi, @thamelweb !
Thanks for reaching out. Whoever is currently listed as the account owner would indeed need to contact our front line support team in these cases. When these types of issues arise, we escalate the ticket to our Business Operations team and it's handled in the order that it comes in. It sounds like the ticket has indeed been escalated here, which means our Business Operations team will reach back out to you with more information as soon as possible.