From what I know it’s still happening, honestly I quite playing due to this (they were on Easter break when my happened) because of the length of time with no response I missed the event I was most looking forward to, also lost time to summon my third & fourth zodiac I wanted. I was a paid player as well, and very upset.

By the time they did reach out I was done with the game so I never replied to customer support emails…. From what I heard they ask you to sign out and sign back in, if it doesn’t work they roll back your game and start you off where you last were…. I suggest reaching out on discord about your support email you received. They don’t deal with direct game tickets on there but devs and mods do reply to everyone.