Hi Richard,
I apologize for the inconvenience caused.
Please let me know the ticket ID to check case status and update you on it.
Looking forward to assisting you.
Regards,
-----
Felix M
Technical Consultant
Desktop and Mobile Device Management Solution
Direct Support : +1 408 916 9886
Toll Free: +1 888 720 9500 (US) | 0800 028 6590 (UK) | +1 800 631 268 (AUS)
**'New ticket' for 'new request' would help us to serve you.