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So I got through to Leafo (runs Itch) and it sounds like you will still need to get in contact with their support. I am not sure why their support has been so slow but they do seem to respond a lot quicker on Discord. Here is an invite to the Itch Discord server: https://discord.gg/RWgYGnrQZt

If you ping one of the admins and give them your ticket number they can usually fast track the whole process for you. 

Sorry this whole process has been such a pain, I am really not sure why you are having these issues. 

I just realised how small this image is, if you right click and press "open image in new tab" you can read the image. 

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I'll give it a shot, thanks!

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After contacting them via discord, it was sorted out within a few hours. Thanks for your help!

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Awesome! I am glad they were able to sort it out for you :)