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It looks like you also posted a request about this on Discord: https://discord.com/channels/398197622168616962/398538798994161664/1528833145867075664 

Since all staff are unpaid volunteers who donate their free time outside of real-life commitments (paid job, school, family, etc.) we prefer to eliminate unnecessary duplication of time and work. 

Where would you prefer to receive a reply?

For guidance on where and how to ask for help, see: https://wiki.helionet.org/FAQ#Where_do_I_ask_for_help? 
To understand how Community-Powered Technical Support works, visit: https://wiki.helionet.org/FAQ#How_does_community-powered_support_work?
For support response timelines (SLAs and ETAs), check: https://wiki.helionet.org/ETA

Asking the same question in multiple places can lead to wasted staff time and effort, resulting in slower support timescales for you and other users.

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