Don't understand why either but do know it is becoming pretty irksome, I've been waiting 39+ days for a response to several emails I have submitted using various addresses, provided by them, but yet to get a single response. The way I see it, if you are going to provide an avenue for communication/support then you should be willing to adhere to it in a reasonable manner/timeline, obviously Autel never got the memo.

Instead of sending an email, I recommend selecting the Diagnostic Software tab then select “your issue”. Then select “New Issue” on the left hand side. This has worked very well for me.

 Exactly what I did 39+ days ago along with an email, absolutely no responses whatsoever, subsequent emails since, using various addresses, have gone unanswered as well.

Sorry, where did you submit your case? What email address? It is suggested you contact Support@autel.com directly. Our tech support will reply you soon.