If it is not working as described in the wiki, feel free to contact Nitrado Support for further assistance.
This is a Community Support Forum for gamers and admins to assist and help each other.
That only make sense when support is actually contactable. Support Web UI is always failing.
Support chat has gone completely (since whatever disaster hit last weekend) and we are being asked to phone the US - no doubt to be kept on hold for ages which will cost a fortune most likely. The last time I tried to contact support via a ticket it took for too long.
Really - it will be cheaper to just accept we wont get the service we are paying for and the service most definitely is not as described as even a vanilla default reinstall will not start.
Nitrado years ago were pretty good. These days I have to say you are seem to be utterly useless. Did all the competent technical staff leave?