Question regarding emailing support

Hello there

About a month ago I've sent an email to GGG support requesting help in retrieving a lost account in PoE. I haven't played the game for like 3 years and now, trying to get back to it, I found the account hacked and stolen. I know this since I can't login with my email, but I found the account on the website (it's public), with a character I haven't created.

I sent the email request from my personal email adress, which used to be linked to the account in question, but is now no longer linked to any PoE account on the website. I've seen someone mentioning on the forum that you should send the ticket from the email linked with you PoE account on the website.

So if somebody from GGG could please confirm, that my ticket won't be discarded or something based on the fact it wasn't sent from an email linked to a PoE website account.

Should I be patient and continue to wait or maybe send the ticket once more from the email linked to this account from which I'm posting right now (this is completely fresh account made so that I can post here).

GGG, please. I understand if I have to wait, I have no issue with that, I know how busy you are right now. I would just like to know that eventually some actual person will look into this and hopefully recognize the sings of the account being hacked and I'll be be able to retrieve it.
Thank you.

"

Vash_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Well, as I just said - I did. Just wanted to make sure that it'll still evetually get processed even though it wasn't sent from an email linked to any existing PoE account. Can you please simply confirm that?

"

Vash_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Vash, thank you for reaching out in a PM. Unfortunately, when trying to reply to your message I get "You may only message the Support account at this time" and I can't reply.

It may be due to me missclicking "report to support" and "reply" initially for which I apologize, it was an honest mistake. Could you please send me a message again so I can reply?

Thank you and I apologize for the trouble

"

Vash_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Unfortunately, I still get the "You may only message the Support account at this time" pop-up and can't reply to your message.
I have no issue providing the information you asked for on here on this thread though, if that's ok.
Please let me know how can I reply to you.

"

Vash_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Unfortunately, I keep getting "You may only message the Support account at this time" pop-up when I try to reply to you. Perhaps it has something to do with me missclicking the "report to support" button earlier; if so, I'm sorry for the trouble.

The account I'm using here is fresh, made so that I can use the forum. It shouldn't be locked or limited in any way. I'm using the same one when trying to reply to you.

Allow me to say here, that the email address from which I contacted support is
rafal.plusa@o2.pl

I'll greatly appreciate any feedback you can give me on this matter. I'm just looking for confirmation, that my ticket will eventually be looked into. I can see your PM's just fine, I just can't reply to them for some reason.

"

Vash_GGG wrote:

Hey there, if you have already contacted us at support@grindinggear.com, we will respond to you as soon as we can. We are currently working through a large number of support requests, but please rest assured we will get back to you as soon as possible.

Thank you again for responding and reaching out. I appreciate it.