Hey @petermc , just like @thatoculusdude mentioned, we're using a CRM tool that isn't directly connected to our forum. That's why we encourage users to submit a support request for account-specific issues. It allows us to follow up appropriately and keep track of the problem, especially if similar issues arise.
You see, not all issues are the same, and not all accounts have identical setups. To get to the bottom of things and ensure a complete resolution, we need to investigate and involve the relevant teams. Doing all of that through a forum thread isn't the easiest or most effective way. For this particular user, it isn't a general question, it's instead tied to his account and additional checks are required to answer his question. Hope this kinda clarifies the reason why I forwarded this user to submit a support request 🙂
