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"ticket": {
"ticket_id": "1250829",
"subject": "Re: Important Reminder: Firmware Update Confirmation Required for BM04 Devices",
"description": "Hello,\n\nYes, I received the kit and installed the update successfully. I can’t speak about the performance of the device as our baby will be born soon and we haven’t yet used the device for prolonged time, we just tested that it’s working. \n\nKind regards,\nYoanna Zlatkova-Ivanova\n\nOn Tue 12. May 2026 at 10:02, support momcozy wrote:\n\nDear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n* Whether you have received the firmware upgrade kit we previously sent\n* Whether you have already completed the firmware update process\n* If the update has been completed, whether it was successful\n* After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)\n\nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.\n momcozy BM03&BM04 Update instruction.pdf (https://drive.google.com/file/d/1WxtuLIKaUZucAedPKVvqQl0fzGocbssb/view?usp=drive_web)\n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam\nMomcozy Customer Support Team",
"status": "solved",
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"created_at": "2026-05-12T08:24:17Z",
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"category_zh": "婴儿监护器固件升级工具咨询"
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"created_at": "2026-05-13T16:06:14Z",
"author_id": "33112157430809",
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"text": "Dear Yoanna,\n \nThank you for your update and for confirming that the Firmware Tool Kit has been successfully installed. We’re glad to hear that the device is working as expected after the setup.\n \nWe completely understand that the device has not yet been used in real conditions, and we appreciate you taking the time to test it in advance. We hope it will support you well once your baby arrives and provide you with added peace of mind.\n \nIf you have any questions in the future or need any assistance while using the device, please don’t hesitate to reach out. We will be more than happy to help.\n \nWishing you all the best for the upcoming arrival of your baby.\n \nBest regards,\nMomcozy Customer Support Team\n Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
},
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"conversation_id": "57842398558233",
"type": "Comment",
"created_at": "2026-05-12T08:26:43Z",
"author_id": "33115828554905",
"author_name": "AI Agent-Kate",
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"text": "Dear Yoanna Zlatkova-Ivanova, \n Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience. \n Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing \n The folder contains: \n \n One PDF firmware update tutorial \n Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update. \n \n If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly. \n If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time) \n Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding. \n Best regards,\nMomcozy Customer Support Team"
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"created_at": "2026-05-12T08:24:17Z",
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"text": "Hello, \n Yes, I received the kit and installed the update successfully. I can’t speak about the performance of the device as our baby will be born soon and we haven’t yet used the device for prolonged time, we just tested that it’s working. \n Kind regards, Yoanna Zlatkova-Ivanova \n On Tue 12. May 2026 at 10:02, support momcozy wrote:\n Dear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n Whether you have received the firmware upgrade kit we previously sent Whether you have already completed the firmware update process If the update has been completed, whether it was successful After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.) \nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process. momcozy BM03&BM04 Update instruction.pdf \n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam Momcozy Customer Support Team"
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"body": "Dear Yoanna,\n\nThank you for your update and for confirming that the Firmware Tool Kit has been successfully installed. We’re glad to hear that the device is working as expected after the setup.\n\nWe completely understand that the device has not yet been used in real conditions, and we appreciate you taking the time to test it in advance. We hope it will support you well once your baby arrives and provide you with added peace of mind.\n\nIf you have any questions in the future or need any assistance while using the device, please don’t hesitate to reach out. We will be more than happy to help.\n\nWishing you all the best for the upcoming arrival of your baby.\n\nBest regards,\nMomcozy Customer Support Team\n\n* * *\n_Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime._",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Yoanna,<br> <br>Thank you for your update and for confirming that the Firmware Tool Kit has been successfully installed. We’re glad to hear that the device is working as expected after the setup.<br> <br>We completely understand that the device has not yet been used in real conditions, and we appreciate you taking the time to test it in advance. We hope it will support you well once your baby arrives and provide you with added peace of mind.<br> <br>If you have any questions in the future or need any assistance while using the device, please don’t hesitate to reach out. We will be more than happy to help.<br> <br>Wishing you all the best for the upcoming arrival of your baby.<br> <br>Best regards,<br>Momcozy Customer Support Team<br><hr><span style=\"color: rgb(1,135,71);\"><i>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</i></span><br></div>",
"plain_body": "Dear Yoanna,\n \nThank you for your update and for confirming that the Firmware Tool Kit has been successfully installed. We’re glad to hear that the device is working as expected after the setup.\n \nWe completely understand that the device has not yet been used in real conditions, and we appreciate you taking the time to test it in advance. We hope it will support you well once your baby arrives and provide you with added peace of mind.\n \nIf you have any questions in the future or need any assistance while using the device, please don’t hesitate to reach out. We will be more than happy to help.\n \nWishing you all the best for the upcoming arrival of your baby.\n \nBest regards,\nMomcozy Customer Support Team\n Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
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"body": "Dear Yoanna Zlatkova-Ivanova,\n\nThank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience.\n\nPlease use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing\n\nThe folder contains:\n1. One PDF firmware update tutorial\n2. Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update.\n\nIf you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly.\n\nIf you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time)\n\nNote: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Yoanna Zlatkova-Ivanova,</p>\n<p dir=\"auto\">Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience.</p>\n<p dir=\"auto\">Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: <a href=\"https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing\" rel=\"noopener noreferrer\">https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing</a></p>\n<p dir=\"auto\">The folder contains:</p>\n<ol dir=\"auto\">\n<li>One PDF firmware update tutorial</li>\n<li>Two BIN firmware files<br>Please download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update.</li>\n</ol>\n<p dir=\"auto\">If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly.</p>\n<p dir=\"auto\">If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676<br>Service Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time)</p>\n<p dir=\"auto\">Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding.</p>\n<p dir=\"auto\">Best regards,<br>Momcozy Customer Support Team</p></div>",
"plain_body": "Dear Yoanna Zlatkova-Ivanova, \n Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience. \n Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing \n The folder contains: \n \n One PDF firmware update tutorial \n Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update. \n \n If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly. \n If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time) \n Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding. \n Best regards,\nMomcozy Customer Support Team",
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"body": "Hello,\n\n\n\nYes, I received the kit and installed the update successfully. I can’t speak about the performance of the device as our baby will be born soon and we haven’t yet used the device for prolonged time, we just tested that it’s working.\n\n\n\nKind regards,\n\nYoanna Zlatkova-Ivanova\n\n\n\nOn Tue 12. May 2026 at 10:02, support momcozy <support@momcozy.com> wrote:\n\n> Dear Customer,\n>\n> We hope this message finds you well.\n>\n> We are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n>\n> As part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n>\n> To help us better support you, could you please confirm the following:\n>\n>\n> - Whether you have received the firmware upgrade kit we previously sent\n> - Whether you have already completed the firmware update process\n> - If the update has been completed, whether it was successful\n> - After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)\n>\n>\n> If you have not yet completed the update:\n>\n> We kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.\n>  momcozy BM03&BM04 Update instruction.pdf\n>\n>\n> If you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n>\n> We truly appreciate your time and cooperation in helping us complete this important process.\n>\n> Thank you very much for your understanding and support.\n>\n> Kind regards,\n> William\n> Momcozy Customer Support Team",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Hello,</div><div dir=\"auto\"><br></div><div dir=\"auto\">Yes, I received the kit and installed the update successfully. I can’t speak about the performance of the device as our baby will be born soon and we haven’t yet used the device for prolonged time, we just tested that it’s working. </div><div dir=\"auto\"><br></div><div dir=\"auto\">Kind regards,</div><div dir=\"auto\">Yoanna Zlatkova-Ivanova</div><div><br><div><div dir=\"ltr\">On Tue 12. May 2026 at 10:02, support momcozy <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>> wrote:<br></div><blockquote style=\"border-left-width: 1px; border-left-color: #ccc; border-left-style: solid; padding-left: 1ex; margin: 0 0 0 .8ex;\"><div dir=\"ltr\">Dear Customer,<br><br>We hope this message finds you well.<br><br>We are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.<br><br>As part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.<br><br>To help us better support you, could you please confirm the following:<br><br><ul dir=\"auto\"><li>Whether you have received the firmware upgrade kit we previously sent</li><li>Whether you have already completed the firmware update process</li><li>If the update has been completed, whether it was successful</li><li>After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)</li></ul><br>If you have not yet completed the update:<br><br>We kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.<div style=\"width: 386px; height: 20px; max-height: 20px; background-color: rgb(245,245,245); margin: 6px 0px; padding: 10px; border: 1px solid rgb(221,221,221); font: 400 14px/20px "Google Sans", sans-serif;\"><a href=\"https://drive.google.com/file/d/1WxtuLIKaUZucAedPKVvqQl0fzGocbssb/view?usp=drive_web\" style=\"color: rgb(32,33,36); display: inline-block; max-width: 356px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; text-decoration: none; border: medium none currentcolor;\" rel=\"noreferrer\"><img style=\"vertical-align: text-bottom; padding-right: 10px; height: 20px; border-style: none;\" alt=\"\" src=\"https://ssl.gstatic.com/docs/doclist/images/icon_10_generic_list.png\"> <span dir=\"ltr\" style=\"vertical-align: bottom;\">momcozy BM03&BM04 Update instruction.pdf</span></a></div><br><br>If you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.<br><br>We truly appreciate your time and cooperation in helping us complete this important process.<br><br>Thank you very much for your understanding and support.<br><br>Kind regards,<br>William<div>Momcozy Customer Support Team</div></div>\n</blockquote></div></div></div>",
"plain_body": "Hello, \n Yes, I received the kit and installed the update successfully. I can’t speak about the performance of the device as our baby will be born soon and we haven’t yet used the device for prolonged time, we just tested that it’s working. \n Kind regards, Yoanna Zlatkova-Ivanova \n On Tue 12. May 2026 at 10:02, support momcozy <support@momcozy.com> wrote:\n Dear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n Whether you have received the firmware upgrade kit we previously sent Whether you have already completed the firmware update process If the update has been completed, whether it was successful After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.) \nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process. momcozy BM03&BM04 Update instruction.pdf \n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam Momcozy Customer Support Team",
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