Not recieving support ticket responses

Recently I put in a support ticket regarding one of the products I bought, however, after a few days I did not receive a reply, only an email reminder that I did not reply to the answer. The same thing happened after I sent them an email saying that I didn't receive their email. I checked my spam folders but there was nothing there either. Has anyone else had this problem, is there a problem on my side, are you supposed to receive answers by email in the first place? Because I receive the notification that the ticket was accepted and that I haven't replied to the answer, however, I can't find the answer itself.