How long does it take before the help desk responds to a question?
It should be within 1-3 business days I believe. They don’t respond on weekends or holidays, but if you’ve been waiting longer, make sure to check your spam folder in case the response was accidentally sent there!
I actually sometimes had trouble receiving their mails at all. The somehow got lost in transit or blocked by my mail provider (not just marked as spam). Maybe this is happening to you as well?
In this case it helped to hit them up again and hope their next mail will come through. 
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Support responds in one business day.
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