When you reply to an existing support ticket under "Support" department by hitting the reply button on your email client, the email will be sent to support@simplercloud.com, which is not being monitored by our staff and will not be imported into our ticketing system. You should received an auto-responder stating that the email address is not monitored.
To follow-up and replying to existing ticket, you need to log in to our customer portal and reply from the ticketing system on the customer portal directly. This applies to "Support" (support@simplercloud.com) and "Billing" (billing@simplercloud.com) section of the ticketing system.
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