720P HD Recording Option

Hello. We requested to enable 720p recording option, but it is nowhere to be seen in the settings. I’ve looked at multiple help threads which describe various locations where it should be or has been, but there is not any option. Searching for 720 or HD doesn’t yield anything either. We requested a second time and they claim its already been activated. How can it be if we have no HD record toggle option available to us like has been described?

Thanks for your assistance.