The customer is experiencing issues with setting up a whitelist on a new phone, specifically related to password entry and recovery.

I will have to send this immediately to the developer so they can take a look at it. Are you by any chance able to send me a video of it happening so I can send it to our developers and they can correct this problem?

If you have a smartphone, please record a video of the issue that you're having, and I'm going to send it to you through email. I'm going to send it to the developers as soon as you send it to me so we can start fixing it, okay?

No, no. It's definitely a software issue that we can fix, but we need some time to fix it, okay?

I understand that you need someone to help you right now, but I'm afraid that this is a software problem and there is no troubleshoot to fix it, okay?

We just released an update for the messaging app, and that update may have had this problem that you're reporting to us, so that's why I'm asking you for that so we can correct it, okay? But unfortunately, we cannot correct it immediately.

I'm going to send it to the developers. As soon as I have a new that it was fixed, I'm going to be letting you know right away, okay?