Based on how much this happens, and how much extra time or potential pent up aggression it may create, I thought I'd give you a run-down of the communication path when it comes to Admins on HC.
First and foremost. DO NOT use the DM system for support, you will do nothing but waste your time. 99% of responses will be very late, 80% of questions will be support related, thus ignored, 100% of the time we ignore our inboxes for days. Please stop wasting your time, and ours.
We've set up the support system (https://hypercheats.gg/support/) specifically to give us an easy to answer and monitor system, it also opens up questions to multiple people that may have an answer, as opposed to just the one you are DM'ing.
If you have a Technical Support/General Support/Account Support/HWID Support question, please ask it in the appropriate Support Ticket section.
There is not need for myself or one of the other Devs to answer questions that are clearly explained in our Troubleshooting Guides, or our great Support staff have FAR more experience with dealing than us, since they support people with these issues on a day to day basis.
Why do we ignore our inboxes so much? Literally 90% of messages that we get, are copy pastes of Support Tickets already opened, and likely answered. We can't remember what has been resolved and hasn't, and do not want to double-handle requests, as it is a massive waste of time. If you need support... Use the Ticket System provided.
There are very, very few reasons that some people would have to contact an admin directly, the ticket system simply works better.
We have on many occasions contemplated disabling our private messages, but we don't want to feel closed off from our community, but we also don't like getting spammed with things that simply do not require us, or have already been asked, and often answered, but please understand that if you don't get a reply for two weeks, or ever, it's likely because what you asked does not belong in our inbox.
DM'ing an admin will not speed up a Support Ticket. We do our best to get to tickets within a 24 hour window at max, but please allow up to 48 hours, and do understand that opening multiple support tickets, in no way speeds up the process, if anything, it slows it down, and pisses us off. We do our best to get to our inboxes at least once a month...? See the difference?
While we're on the subject... Please do not treat staff members with disrespect. They help you guys out at the cost of their own time, and HC takes great pride in taking care of our Supports. Not everyone is always going to have a positive experience from the start, like with most purchases in life, and our Supports are the reason why issues get resolved in a much more timely manner than they normally would. Please show them the respect they deserve.
Sorry for the wall of text.
TL;DR: Do not DM admins about support issues, use the ticket system
Do not be disheartened or upset if you send a DM and it doesn't get answered, there are very few gems among the trash that is our inbox.
Respect our Support team members, they are here to help.
Never, ever, ever open a support ticket then DM the same thing to a staff member.
Thanks. Have a great day.