Rivo: Loyalty Program, Rewards

Generally speaking their help desk has been fairly responsive, but I am having a major issue with syncing past data, and am hearing nothing back. I am a Shopify Plus member, and therefore there are certain aspects of their app that are not available to me - including syncing past data, so I have to rely on their team. I am getting no updates, no ETA on when it will be done, nothing. Very frustrating.