its possible the paid system is not visible to the free forum support helpers.
im not seeing any services for "sandrabeee80" or "mailto:firstname.lastname@example.org"
do you have another username/email related to your account ??
free forum support is mostly users helping other users.
x10 staff members visit from time to time and check the forums and reply when they can.
so it may seem to take a while at times to get a reply.
for faster support you can try the discord service.