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Flexiyspy not connecting with the phone

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I purchased the Flexispy today and got it installed by you guys 4 hours ago. It worked and downloaded some information at that time, since then I was not able to connect with the phone. Anytime I send a request to connect, it say either send a SMS, which you guys charge ridiculous amount for or send it via network which will take an hour to execute. It has been 4 hours since I sent the request and still the commands are in pending status. On the dashboard it says synced 4 hours ago. I am not sure if this is because you guys wanna sell your expensive SMS service or I got scammed. The phone has been under my surveillance so I know for sure that it has not been tempered. Before I purchased this service, I was told that Flexispy provide 24/7 service, and now I was told that they cannot help me very rudely and asked me to wait for someone from technical team reply within a day. Could you please let me know, what's going on?

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