FWIW I had to use an equivalent which didn't work on my setup. I emailed the company, they said try this, try that, which I did, still no dice. They emailed me a form to print, sign, take a photo of, and email them back. I did and the 3rd party that relied on their service was notified.

So... it's OK to be "annoying" with this kind of services if it doesn't work respective of your setup itself respective of your concerns.

I'm not saying it will also work, or that it's efficient, just that it's a possibility.