Envato support still doesn't respond to support tickets?!

I’ve been locked out of my account, and all I want to do is update my theme, my whole site is nonfunctional right now! I’ve submitted 4 tickets now, the 2nd one got an answer but I had a crucial follow up question and I can’t get any further answers! It’s been days. It seems it’s not only me that has had this issue and looks like it’s not improved over the years. Why have ‘support’ if they can’t actually support?? I’m getting desperate for a response at this point, My site has been down for a WEEK! What can I do?