Help with a ticket please :)

I just finished level 250 of phase 10, and I’d heard there were tracking issues with this level specifically so I was prepared to go through with sending a ticket when mine didn’t track.

I got the generic email that you have to report this activity through your Activity Ledger. Of course I checked there first before sending this ticket, and it wasn’t there.

I also got a reply saying because of a tracking issue, they wouldn’t be able to credit my completing level 250, even though all my other milestones tracked.

Should I reply to the email I got and explain all this? Would there be any hope of making my SB? Or should I maybe wait until tomorrow to see if I get an actual reply?

Thank you!