Manuela Bache We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : CS0022336.

Anca Stoian 

 Alison Field  - how can I help you? 

Anca Stoian  All is fine with me... I posted your ID so you would see Manuela's post...

Alison Field - No worries, I saw her reply :) - and I had already checked with colleagues from the technical team the ticket in questions, it's just that Manuela did not reply to their emails, but she was contacted a few times.

Our technical team always contacts the customers at the emails they use on the forum whenever a ticket is opened, but they cannot control how the email provider of the customer filters external emails. 

Dear all,
I haven't received any  e-mails and I am kind of desperate. Which email did you use?

It is - for the time being - a googlemail account. the same used for the rws id account.

Hi Manuela,

When we open a case we use the email you registered with on the Community forum and in your case it's the ..@web.de email address - we cannot search all emails that you use and email them, but you can reply and provide more details to the support team from that address.

The technical team emailed you at the current email you are logged with in Community. Do you have access to this email? 

I have made more into depth verifications in the system to look for your license and I informed the team to contact you at the googlemail from the RWS account.

Kindly, next time you need a case opened, either check the email you use to login here in Community or mention to be contacted at a different one, the technical team cannot guess what emails the customers want to be contacted at, the system creates automatically the case with the email used here in the forum. 

Hi Manuela,

When we open a case we use the email you registered with on the Community forum and in your case it's the ..@web.de email address - we cannot search all emails that you use and email them, but you can reply and provide more details to the support team from that address.

The technical team emailed you at the current email you are logged with in Community. Do you have access to this email? 

I have made more into depth verifications in the system to look for your license and I informed the team to contact you at the googlemail from the RWS account.

Kindly, next time you need a case opened, either check the email you use to login here in Community or mention to be contacted at a different one, the technical team cannot guess what emails the customers want to be contacted at, the system creates automatically the case with the email used here in the forum. 

Dear Anca,
thank you for clarifying the problem. I have access to both of the e-mails.

Hi Manuela, 

Kindly reply to one of the emails they have sent you - if you haven't already.

Best,

Anca