You are on the right track creating a request with the Shopify support team as they are the best to help resolve this for you. Please note that you will definitely get a response form the support team, please bear with us.
For situations such as yours, we need to look at the specific account. Thus, you will need to reach out to our live advisors. E-mail tends to have the longest response, therefor please choose chat when accessing our advisors.
Please visit our Help Center and select "continue without logging in" to create a support request through live chat. Next, type your request in 'Ask about a topic', scroll down to 'Get Support', and then click 'Continue.'
Best of luck!
Skye | Social Care @ Shopify - Was my reply helpful? Click Like to let me know! - Was your question answered? Mark it as an Accepted Solution - To learn more visit the Shopify Help Center or the Shopify Blog