I don't know the full story. But support is pretty limited on such apps. They may expect you to try things rather than contact support. Maybe support is for product issues and not how to use the product?
I have a very serious complaint to make about Freemake the company which produces free video / audio software:
I would like to hear from anyone who has experienced the following:
About 6 months ago I tried to send a support ticket to ask them for some infomation of interst to me. After filling in their request a ticket and clicking the button to send my letter, all I got was a banner saying I was "Suspended". In other words, I cannot contact Freemake at all! The ban has gone on for 6 months now and I have no knowledge when the ban will be lifted or even why I was banned in the first place? All I know is, I cannot make contact with Freemake at all.
Clearly this could happen to anyone and I want to know what to do in such circumstances?? Has anyone else been ill treated in this way?

Chowhound
Comic Vine
GameFAQs
GameSpot
Giant Bomb
TechRepublic