try chat. Sometimes you have to pick a really serious issue to get the chat option. I've done so several times and have gotten to chats that were helpful and some that were not - but its worth a try.
Lots of businesses try to keep costs down by automating support ... making chatting or a phone call a last resort. And having phone support for a global company can be quite expensive because of the infrastructure required (imagine lots of toll free phone lines for phone calls that come from all over the world, and staff able to converse in multiple languages). Also some countries have restrictions on toll free lines for call centers ... they don't want to lose the revenue. Not defending Etsy ... its just that having worked in IT for most of my life I'm aware of some of the considerations.
