cannot reach live support chat anymore

this evening i have been supported by someone from the customer service in the support chat (28.01.2015). during this i had to relaunch my machine and try to solve the problem again. when not being resolved, i should contact the support chat again, he told me, before we finshed the first time.

i relaunched my machine, tried to fix my problem, but this did not help, so i went back to the acronis homepage.

when going back to the support page i got the message that there is no longer the support chat available for me (expired at 17 of jnauary 2015), though i had used it just an hour before...

i even got a support ticket (# 0236 5661) and uploaded 4 files as recommended by the support.

can somebody help me please?

thanks a lot,

grashalm