You have to keep bugging them to move your product validation along.
If your validation seems stalled, you need to contact their support, they don't reach out to you. There is a validation link which can be used to help move the validation along, but it is not published anywhere. You need support to send it to you. When you receive your code sign certificate, you need the email link to retrieve your certificate which is emailed to the email in the certificate, not the email of the purchaser. The button on their website to retrieve the certificate returns an valid but useless certificate. There is no help available for this, again you need to contact their support. Most of the help files reference commodo which they bought out. Their support techs are helpful however.