After my experience I'd always rely on the customer assistance team, either by email-then you have records of what's said & they will always call you back to chat it through...
The tracker is ok but I'd still go with what the team say, tho I was surprised I got my 2nd & 3rd ticks within 2 days of each other, so the actual build, even for those of us who have added extras only takes 24 hours!!!