Contact support directly here:
https://help.shopify.com/en/support/login
In my experience yes even chat support is a dice roll that can have drastically different outcomes based on when you contact them or who you get and the complication/severity of the issue.
The community forums are more user to user centric especially in off-hours.
Expecting responses form shopify staff for the majority of posts is a dice roll.
Being very specific in post titles and giving better problem descriptions increases the chances of not being just more noise for someone responding on the forums IF they happen to be using them and happen to see the post.
Good Hunting.