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Addons module purchased, no response in 15 days


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Hello, I bought a new license of the Atos Sogenactif module, including the installation service. Order # 1339579 dated 23/9/2020. After submitting the data for the upgrade, I no longer received any response from addons support. I wrote a ticket on 24 Sept., one on 28 Sept., one on 01 Oct: no answer at all. I have contacted chat support in several times  and each time they tell me that they will provide.
What is happening?

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