I noticed that you contacted our Support to open two Service Requests (SR), one is by phone, another is by email. In order to avoid confusion, could you provide the SR numbers to me so that I can understand the problem more clearly?
I have sent you a private message to protect your privacy. The steps to see the private message:
1. Please go to Your details section on the right side of the community site.
2. Click Private messages.
3. Click the subject title <Please provide the SR numbers> of the response to read the message.
Thanks,
Maggie Li