We’re not generally able to swap game time over. If you apply game time to the account you wanted to, we are usually able to refund the other purchase.
If you did not automatically qualify for the refund, then yes, you’d need to open a ticket. Keep in mind that time that you see is based on the oldest ticket in queue, which isn’t currently reflective of what our response times are currently at.
The majority of general issues are closed to 10-14 days, most account and purchase related issues under 7.
With the response times currently where they are, Live Chat isn’t available. Once things calm down and we’re able to get response times back into some order Live Chat should be turned back on.