If you've sent a payment to top up your Easync balance (or FBE funding), send support a screenshot of the payment confirmation with the amount, date, and transaction/reference number visible.
Support forwards it to the finance department; top-ups are normally processed within about 24 hours, and you'll get a confirmation in the same chat once the transaction has been credited to your balance. There's no self-serve "instant" top-up here — the balance updates once finance verifies the payment — so there's no need to re-send the money or open a new chat while it's being checked.