I would suggest you get in touch with member "lindmar". He may be having latest contact details, since he had some contact with them during pursual of his case. And did you open a ticket as mentioned on their site? Just open a support ticket as well, a copy of which will expectedly landup in your mailbox. It could be time zones or may be they come online once 24hrs and may reply soon. But if not, still you have made your attempts and exhausted all your options before going further. If someone knows their whereabouts in other forums, they may help as well , so that you can try to establish contact through such forums, since sims2 is banned here. In the end, good luck and hopefully, it shall be sorted out soon.