Ewelinkstore.com provides technical support strictly only to customers who ordered products from this EU store.
In case you ordered any eWeLink app compatible product from any other store, or a market place (such as Amazon, ebay or Aliexpress), we are not able to provide you technical support.
In such cases, please kindly contact the seller of the products, check eWeLink community support options, or contact eWeLink's support team in the Feedback screen of the eWeLink app.
If you purchased your Sonoff or other eWeLink compatible product on this website, please read this Help Center's Troubleshooting section, there is a good chance it would answer your question.
Alteratively, open the chat (see chat icon on the bottom right of your screen) and choose "Need technical support / Troubleshooting" section.