I'm having the same issue with ticket EJF-393-26880. With an automated purchasing front-end you would think there would be an automated back-end for access reprovisioning, and the lack of response and communication is pretty frustrating. As everyone is aware, this is an annual subscription, and I am losing days of utilization due to the system not recognizing the renewal and receiving no response to my email for help to both the sales and support email addresses. I'm a huge fan of your software, hence the renewal, but the customer support experience is very poor when leaving paying users in limbo with no options for additional assistance. I get the whole holiday delay, but over 24 hours to respond and no recourse is not an enticing selling point for recommendations.
I would greatly appreciate some assistance.
Thank you so much