Character Creation Permit isn't working

I bought it twice now and it just isn't working. I tried to find the "contact us" link on the main website but it only links me to the FAQ. -_- ideas? Suggestions?

Here is the support site: https://support.pso2.com/hc/en-us

To put in a Bug Report/Support Ticket, click "Submit a request" up in the top right corner by your name.