You’ll need to contact support directly (Fairphone doesn’t see the forum as a support channel, but as a community effort - the community moderators are also not Fairphone staff, so we don’t have influence on what they do/don’t do). You mention you already filed a support request - it seems to take a couple of weeks for them reply at the moment (which they’re admitting isn’t the way it should be), if you’ve been waiting longer the only thing that sometimes helps on the forum is responding in this topic. Outside of the forum, calling them has also been successful for some people (details at the bottom of the support pages).