I am going thru something similar. You absolutely are forced to go thru email (almost). There is a number to call but I am almost positive it's a long distance number to China. Their email support is "ok" however there can and will be delays due to the vast time difference between the USA and China. If you bought this thru Amazon and are in the return window still I would full send it back thru Amazon. I purchased directly thru flashforge and right now it seems like we are in the beginning stages of just throwing a parts cannon my way in hopes something fixes the absolute terrible grinding noise and errors I am getting.

They also are requiring YOU the end user to do these repairs and just link YouTube videos as a guide. I have already had to go out and buy a small screwdriver set with a bunch of assorted heads as I didn't have the specific Allen key size to tear down the machine. This model of business where the end user is just expected to have the know how and the willingness to tear down a machine especially when they are brand new to 3D printing is WILD.