The bug that caused this to be stuck has been fixed, and we'll be going back and giving credit for all those who were affected. :)
Millie, we would rather that help requests get made in Live Help rather than direct IMs or an actual help case created- we'll have Live Help channel posts logged that we can refer to if needed. (Occasionally we can be 'in the game' but not in front of our computers, so LH or a help case is the way to go. :)