We've been having a problem with support responses being hidden by email providers like gmail.
If you open a support ticket from the support desk or via email (support - at - steverosenbaum.com), please make sure you copy your subject line and paste it into your email's search bar.
Once you've found where your email provider has hidden our response, please drag the message to your inbox and add support -at- steverosenbaum.com to your contacts.
While you should receive an instant response, it depends on how often your email provider fetches new messages from the server. Search immediately and if it doesn't return anything, try again 15min and 1/2hr later.
If you still don't have anything back, Let Rob Calhoun know in the BEST Facebook Marketing Group you've opened a support ticket and got nothing back.