Why you ask to raise a support ticket while I need assistance via live chat?

Well, when we need a written confirmation from client from his/her registered email account, we ask for a support ticket. This is due to security reasons. We can not authenticate a person over live chat. Hence, in such case, we will need a written confirmation from registered email account.

Basically, chat support is for level 1 issue. When any issue raised by the client needs more time for investigation, we prefer you to write a support ticket.
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