The best route (this goes for ANY company that has CS support), you will always get issues resolved exponentially faster by calling. Email support is filled with canned responses and there isn't a sense of urgency on the CS end (they can take their time to email you, or your case gets lost in their main support case list, or they dupe your case you sent in to an existing one already owned by a CS rep, etc).

If you're on the phone, it prompts CS to get in gear because:

A.) You're on the phone and you aren't going away (they can't hang up) until they fix the issue. Gives them drive to fix the issue so you don't call back and they can move on to the next support ticket.
B.) The sense of urgency is there as it's no longer just words typed out, but human interaction. People in general sympathize more when they can hear tone and pitch in voices.

Try to call them. The wait times are unreal, but if you get someone on the line, odds are in your favor of the issue being resolved as you're on the line.