You need to read and read. I think to keep costs low they limit their support. Since support takes a long time is probably the reason for them limiting their access. I actually appreciate them keeping the cost low by doing this.
Why not throw your questions out here to the group, explain what it is you need or trying to do and I think you will get some feedback.
Also, when I get emails from them on my hotmail account I find it in the Junk Mail folder, be sure to check there and flag them as not junk mail.