Support should assist, have they responded to your email yet ?
Not yet but it was yesterday that I sent the mail so it's normal I think, I do ask here too because I don't know if I could send an email without asking here first tbh
email is fine, they will need the photo of the code itself and the proof of purchase
sometimes there has been issues resolving this if that occurs just post back here and can follow up
I did send one with a video but then remembered i forgot some stuffs so I answered in my own first email to add pics of the code , the collector box , the unboxing and when I tried to redeem it
