Fairphone doesn’t see the forum as support channel, but rather as a place for community discussion (see the welcome banner). (And the community moderators here are also not Fairphone staff). Official support seems to still be dealing with a backlog, on which they are trying to catch up. If there’s a rush, some people on the forum have had success calling them. Details are at the bottom of the support pages on the main site.
In the meantime, I’ve linked the forum topics that discuss the issue that you are having below.