Hi @Klavitech
Thanks for providing the extra information.
I understand that having to wait for a resolution to important issues such as this is not ideal, however some of our internal teams need time to process information, and revert back via email if necessary.
As I mentioned above, we do not have access to any support tickets here on the Shopify Community, so I cannot see any information relating to this specific ticket.
Depending on the nature of the ticket, our general support team may not be able to see any details either, as sometimes there are specialized teams who work independently.
If you feel that you have any relevant updates or extra information that the team handling this should know, then you should reply directly to the open ticket email that you referenced previously.