Presuming you mean this
You should provide all the answers/pictures to the series of questions asked in that thread.
If you already have an open ticket with support via email you should be responding there - opening duplicates will slow down their response. I presume you must have an open ticket since you commented about slow response and yet you received a response within moments of complaining on that other thread, and have nothing else open on the forum regarding this. They do offer phone support…but as you’d be talking to someone that can’t be it.