When you reply or send an email to the support or the sales department without using your registered contact email address in our Client Area you will receive a bounced back message like this:
"Your email address is not recognized by our system. If you are our customer and need assistance, please send your message from the email address you have registered with us, the one you use to login to our client area or open a support ticket logging in your Client Area."
This means your email has not reached our support or sales department. To avoid any miscommunication please proceed as detailed below:
1. Or send/reply using your emails address that you have registered as the contact email address in your Client Area.
2. Or login in your Client Area, go to the Support --> Tickets section and reply through there in the support ticket. (Recommended)
3. If you wish to use another email address to reply, login in your Client Area, go to the My Details section, then to the Contacts/Sub-Accounts section and create another user with a new email address allowing the user to reply support tickets. After this you will be able to reply by email using the new email address too and your replies will go through the support system.