That help request link is private to you. No-one else besides Geni staff and yourself can look at it.
There are few Geni staff for a very large number of Geni users. There is a known backlog of help requests. I have waited far longer than two months in the past.
Pros get priority for help issues - rightly so - it's part of what they are paying for.
If instead of posting a link that no-one can follow, you post the contents of that help request, someone here - a Geni user - MAY be able to help you. That depends on the nature of your request. Some things can only be done by Geni staff.
Of course this is a public discussion, so don't post any text here that you prefer to keep confidential.