Sophia here from Shopify.
I'm sorry to hear that you've been waiting longer than anticipated for a response to your email. I appreciate you sharing the ticket number here, and I can confirm that the ticket is open and with the appropriate team for review. While email responses are typically sent within 24-72 hours, that timeframe is not a guarantee right now as there has been a large increase of support requests.
We're working hard to review requests and respond as quickly as possible, so please rest assured that you will be receiving a response via email on ticket #19394458 as soon as the team has had a chance to review your message. Thank you.