How to get in contact with support?

Posting for a friend bc they don't have enough use for reddit to make an account, but we've been trying for months to get in contact with any of the support staff for the EN version of the game so they can get their account back.

A few months ago they tried to transfer onto their new phone using the password and ID that had been set up early on in their playthrough, only for the account to not transfer. They haven't been able to access the account at all after this. Since then they've been attempting to contact support through the official support page email with absolutely no responses. Has anyone needed to contact support and ever gotten a response?