Hey Nicky - Andrew here, I’m a manager on our Customer Support team.
Appreciate your patience on this one and we’ll be sure to get you setup as soon as we can. I also flagged this internally so we can improve the experience you’ve had moving forward.
To answer your question of “Is it always like this?”, the answer there is definitely not. We always aim to reply to all queries within a business day but often do so within a few hours. We’re currently experiencing higher demand which is why you experienced this delay, however our team of product experts should be in touch with you shortly with an update.
Feel free to ask to speak with me (Andrew) directly in your support conversation too once your done if there’s anything else you’d like to share on your experience with our team - we’re always aiming to improve and all feedback is welcome.