Eligibility for Premium Customer Support is always based on the email address used for your membership. Requests made with another email address cannot be recognized as Premium and will be treated as standard support tickets.
The best way to ensure Premium access is to log in to your DxO account created with the membership email address. From there, you can access the dedicated contact form, and our system will automatically detect your Premium status.
If you choose to use the standard contact form instead, you must still enter the membership email address, otherwise we will not be able to verify your eligibility and your request will be processed as a standard support ticket.