They just had a big promotion, and I'm sure are backed up. I submitted a support request last week that was successfully resolved in a couple of hours.
DH has an enormous number of clients, so you really can't expect to get instantaneous answers to your support questions.
Anyways, if she subscribed, and it still says pending, submit a support request under HER account. Sometimes if the billing information doesn't all match up it will be put on hold.
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