If that is the case, then you were absolutely in the right to file a support ticket and one of our Game Masters will be able to solve that for you. The logs are quite thorough on cases like this.
For your questions
1 - the unexpected issue has been resolved, and there have been no reports of issues with PLEX outside of the original window
2 - absolutely
3 - Support tickets are generally answered in a speedy manner, however there may be a small backlog of tickets from people with issues similar to yours causing a delay in response time.
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