I wonder what were they thinking? I suppose a reminder to use the panel if the user can log in would be in order, but aren’t the people that need to contact support via the contact form usually the users who have gotten locked out of the panel in some way? That’s exactly who I usually tell to use the contact form. This barrier doesn’t seem right to me, because what is going to happen here, is users will be forced to pick other options, than the one the really need… forcing traffic into a queue where it doesn’t belong. There also used to be a password option I believe that appears to have been removed.
Also regarding card numbers, I don’t know if they are treating that field as required, or if you get it wrong they will ignore you. But to be honest I would have trouble getting that correct without either a hint or research. I have multiple cards, and one of them has changed the number 3 times in the last 2 years over data breaches. This wouldn’t be much hassle for someone with an account that actually accrues monthly charges, meaning their card is actually charged monthly, On the other hand, I pay my shared hosting account far in advance, and my guess would be my last actual charge was was 9 months ago for domain renewals, and I know the card that I likely used has changed it’s numbers since then.
The changes to the drop-down don’t seem to solve a problem, they seem to create a new “other” problem.