Support already contacted the user, so I don’t get the point?
In case the user is not in the EU, then yes, MySteinberg re-directs to the Distributors (i.e. Steinberg Support USA, Yamaha Support AU, etc.). Requests within the EU sent via MySteinberg reach the Support Team in Germany.
Should not be that easy to lose it, as one should carefully look after the dongle. But can happen, yes.