Hextom AI Translate & Currency

UPDATE: Problem was due to issues with our shop email, and once we wrote from a different email address they got in touch immediately, helping us out.
Lovely app and lovely support, thanks Karen!

I have encoutered some issues and asked for support, but had no anwer yet (more than a week since the first email).
Issues encountered in brief:
- I tried to manually translate some key words that were used as fiter tags in the collection page. After translating, the filter options on my collection page had totally disappeared. I had to cancel the translation of these key words and keep them in english in order to have them.
- I tried to manually translate some automated emails (abandonded cart), I followed the itructios and made some minor changes to the original text in order for the app to recall it, but yet app couldn't find the automated email for me to translate, both with automatic and manual research.

We are almost ready to launch, and this lack of support by the app's designers caused us to have a big delay, and forced us to look for a different app.

Still waiting for answers. If designers could use some help within today, I may still find "accetable" and give it more stars.