Are you talking about the "submit button" on the control panel's last screen of the "Contact Support" series of pages? Have you completed all the required information on those screens?
I'm sorry, but I am not proficient with rails at at all, and am not the right person to help you with that.
I was only asking about what you meant when you said that support "was not working" for you, and now I'm even more confused. Are you able to use the Control Panel at all?