All tickets are answered in the order that they come in via the help desk.  Think this may be one that support will need to take a look at too.  I am afraid this is a topic we may not be able to help you with here on the forums.  I would recommend talking with the Lunarpages support team about this issue (which you have already done).  If you have any questions on how best to use these forums please see the green forum rules link in my signature.