Hey @batiekates, 
Thanks for your post in our Community Hub!

The Community Hub & Strava Support are two different platforms. The Hub is great for general questions and information while our Support team will handle questions that require the member to share personal account information. We may also escalate to our Support team if a topic is highly complex or technical.

I took a look and see you have submitted a support request, #2884167. Our Support team will be able to assist you with this. They currently have an influx of tickets but they will be with you as quickly as possible. 

 If you have a similar question please submit a support ticket and we will investigate further.

Thanks for the reply. Do you know what the turnaround time is please? 

It used to be less than 24 hours, but recently it has been more like 3-4 days before you might hear back.  
Also, their system is really terrible.  For some stupid reason, any additional support tickets you submit while one is already in the system will get automatically marked as "solved" when they haven't even looked at it.  It is an automatic function.  I've tried to submit tickets for completely unrelated things before and they only respond to the first one and completely ignore anything else no matter what it is.  

Hey @batiekates, 
We do our best to answer our support emails as quickly as possible and we do offer expedited support for our subscribers. I took a look and see that your support ticket was responded to earlier this week.