[2020] Is support normaly this bad?

A friend bought me the game for xmas a few days back but when i tried to log in to the launcher it required a verification code which i have not recieved. I have checked my spam, whitelisted the email addresses etc but nothing. I then tried to change my email to my gmail account but the option is grayed out. I put in a support ticket and they came back with this

https://imgur.com/a/FdUvnKQ

Since then i have put in another ticket and emailed there support email directly to change my email which i have yet to hear back from. I was actually keen to play this with my friends but like is the support normally like this