So i think them getting it right the first time is impossible. You have to reply to that email stating politely but firmly that you have the “ie. fe599” and that you are having issues due to auto encapsulation. Link the thread the staff member posted and also them you need this escalated to their technicians to have the patch applied. Don’t forget yo tell their you hub id your device id etc.
It took me 2 weeks and 6 emails to get through. Hope you have better luck. Also it might be good to use the same email you use for the account to contact them.
Once its fixed though its been working flawlessly. I would even go as far to say that its working better than before the notifications broke. I can get very up to date info on who opened the door from the code they used. Its been so consistent i already worked it into my automations