In order to support you, we need to know:
1. What do you want to achieve ?
2. Which instructions are you following ?
3. Which concrete steps have you taken ?
4. What were the expected results ?
5. What were the real results ?
Please don't hesitate to take screenshot or share short video recording..Most often this is the fastest and easiest way for both parties.
Open the ticket at https://ask.simplehw.eu/kb-tickets/new
If you are not happy with the ticket handling please escalate to firstname.lastname@example.org or email@example.com