Official support from the Oxygen team is not provided in these forums.
While our team members may reply to support questions here from time to time, the only way to get official, guaranteed support from the Oxygen support team is at https://oxygenbuilder.com/support
Please do not discuss official support tickets in these forums. There's nothing more unhelpful to users than Googling for "problem X", finding a post that says "How do you solve problem X? I e-mailed the support team." and then a reply saying "nvm, the support team responded, problem solved." If you do specifically mention an official support ticket in these forums without also providing the correct solution, the Oxygen team may post a transcript of the support ticket for all to view and learn from.
Of course, you can ask the same thing here that you've asked our support team. If our support team gives you a better answer than what you get in the forums, please post the solution for all to see and learn from!