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ESET Customer Service saying "Invalid Ticket Number"

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Regarding an issue of ESS today I try to contact ESET customer care and send a support request through the help and support section of ESS 9,but soon after they reply me saying 


Invalid Ticket Number   "Your email request does not contain a valid ticket number. If you already have a support request open with ESET Customer Service, please use the "Reply" function to respond to any email received from our Customer Service Representative."


Then I try the second time but result is same. My license perfectly valid for another 06 months and this is the first time I had an issue regarding customer care like this.Can anyone help please

Edited by Kasun K
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What distributor did you purchase the ESET license from?


A boxed version of ESS from a local authorized distributor (Sri Lanka)

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