On the link below is saying to contact Sonoff Support [1]
I wondering if someone is having the tickets answered, because I’m not having success in receiving any answer.
[1]
It takes 4 or 5 days for them to reply. I’ve had a ticket open for 12 days and just made it past the admins, but no tech yet. 
There are hundreds of tickets in queues to handle, the reply may delay.
If the issue is urgent, please let me know the ticket id so I can arrange to answer in advance.
Thanks for your support.
They just resolved my problem today… didn’t take long, just 3 days
I’m still waiting after 15 days… Very poor response
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