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You have 24 hours to open each window, starting at the game update every day. If you miss a window, you can pay equus to open them. I haven't heard of a game system that prevents you doing so. Without any other information from you, which you now can't give as you can only comment once on a question, we can't help much. There is a link at the bottom of each page, says Contact Us, thats where you would go if you think there is a game problem you need to report.