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Hi Nathalya,

Thanks for reaching out to us for help. I'd like to let you know that I am using a translation tool to provide assistance, but if you would prefer to get assistance in Portuguese, we can forward your ticket to our Portuguese team. However, it might take longer to receive a response.

Can you explain a bit more about the issue so I can get a better idea of what's happening? After we hear back from you, we’ll have a better idea of what’s going on and how to help.