I'm sorry to note that support requests have significant delays.
I don't know what's happening to Joomshaper, but the service it's offering is not up to par with the products (which are also being released lately with several bugs).
Other extension makers for Joomla! they have a much faster service (an answer is provided within 24 hours) and problem solutions are almost immediately implemented on the final product.
I hope that assistance will be quicker, because it is unthinkable for us users of your products to make our customers wait more than 1 month to complete or fix their site.