follow up on pop up shortcode issue

Hi there,
I was told NOT to continue submitting follow up questions to an existing support ticket since you guys go to the oldest tickets first, but I haven't heard back from my reply back on Sunday and it's now Thursday, still trying to resolve this and not sure which direction to go in. Asked if the linking was correct in that last reply and didn't receive a reply. Can someone please advise? Thanks much.
Mark