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Where did they go?

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Hubby put a ticket in over a week ago and has been trying to recover his account. Today...FINALLY...a GM was helping him. They were responding pretty promptly, helping tackle each wall they came to then NOTHING. They just stopped, right in the middle of helping him. Like, "OK, done for the day, time to clock out." We were so excited to finally be getting help and him being able to play again. It's like he finally got his ice cream and it fell of the cone. Anyway, he still has the issue and nothing is resolved. I just don't get it why they would just stop helping like that. So as of right now the problem is error code 1076 on log-in. We go to the support page and learn that the resolution to error code 1076 is "contact support." (facepalm). So if someone knows how to fix this without contacting support that would be awesome and greatly appreciated.

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