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"ticket": {
"ticket_id": "1251343",
"subject": "Re: Important Reminder: Firmware Update Confirmation Required for BM04 Devices",
"description": "\n\nHello, \n\nI can‘t open the instruction. Could you please send me a PDF? The Stick is already delivered. \n\nThank you in advance \n\nVon meinem iPhone gesendet\n\nAm 12.05.2026 um 10:02 schrieb support momcozy :\n\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": "2026-05-12T12:25:40Z",
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"category_zh": "婴儿监护器固件升级工具咨询"
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"type": "Comment",
"created_at": "2026-05-13T07:46:38Z",
"author_id": "33112157430809",
"author_name": "BL-B2-Nursing-Trisha",
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"text": "Dear Lasse,\n \nThank you for your message, and we understand how worrying it can be when you are unable to access the instructions, especially now that you already have the upgrade stick and are ready to proceed with the update.\n \nWe have attached the BM04 firmware update instructions in PDF format to this email for your convenience, so you can follow the steps easily without any access issues.\n \nIf you still have any difficulty opening the file or need further guidance during the update process, please let us know and we will be happy to assist you further.\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."
},
{
"conversation_id": "57850049086233",
"type": "Comment",
"created_at": "2026-05-12T12:42:19Z",
"author_id": "57849687794073",
"author_name": "Lasse Mielke",
"author_role": "end-user",
"sender_type": "customer",
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"text": "Hey, \n I Need the instruction for the Update. \n Thank you \n Von meinem iPhone gesendet"
},
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"conversation_id": "57849765292441",
"type": "Comment",
"created_at": "2026-05-12T12:29:25Z",
"author_id": "33115828554905",
"author_name": "AI Agent-Kate",
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"text": "Dear Lasse Mielke, \n Thank you for your message. We hope you're doing well! \n You can download the user manual for the Momcozy 5-Inch Dual-mode Smart Baby Monitor BM04 from the following link:\n\nMomcozy BM04 User Manual \n The manual is available in several languages, and updates for additional versions are ongoing. \n Best regards,\nMomcozy Customer Support Team"
},
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"type": "Comment",
"created_at": "2026-05-12T12:25:40Z",
"author_id": "57849687794073",
"author_name": "Lasse Mielke",
"author_role": "end-user",
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"text": " Hello, \n I can‘t open the instruction. Could you please send me a PDF? The Stick is already delivered. \n Thank you in advance \n Von meinem iPhone gesendet \n Am 12.05.2026 um 10:02 schrieb support momcozy :\n\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 Lasse,\n\nThank you for your message, and we understand how worrying it can be when you are unable to access the instructions, especially now that you already have the upgrade stick and are ready to proceed with the update.\n\nWe have attached the BM04 firmware update instructions in PDF format to this email for your convenience, so you can follow the steps easily without any access issues.\n\nIf you still have any difficulty opening the file or need further guidance during the update process, please let us know and we will be happy to assist you further.\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 Lasse,<br> <br>Thank you for your message, and we understand how worrying it can be when you are unable to access the instructions, especially now that you already have the upgrade stick and are ready to proceed with the update.<br> <br>We have attached the BM04 firmware update instructions in PDF format to this email for your convenience, so you can follow the steps easily without any access issues.<br> <br>If you still have any difficulty opening the file or need further guidance during the update process, please let us know and we will be happy to assist you further.<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 Lasse,\n \nThank you for your message, and we understand how worrying it can be when you are unable to access the instructions, especially now that you already have the upgrade stick and are ready to proceed with the update.\n \nWe have attached the BM04 firmware update instructions in PDF format to this email for your convenience, so you can follow the steps easily without any access issues.\n \nIf you still have any difficulty opening the file or need further guidance during the update process, please let us know and we will be happy to assist you further.\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": "Hey,\n\n\n\nI Need the instruction for the Update.\n\n\n\nThank you\n\n\n\nVon meinem iPhone gesendet",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">Hey, <div><br></div><div>I Need the instruction for the Update. </div><div><br></div><div>Thank you </div><div><br><div dir=\"ltr\">Von meinem iPhone gesendet</div></div></div>",
"plain_body": "Hey, \n I Need the instruction for the Update. \n Thank you \n Von meinem iPhone gesendet",
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"body": "Dear Lasse Mielke,\n\nThank you for your message. We hope you're doing well!\n\nYou can download the user manual for the Momcozy 5-Inch Dual-mode Smart Baby Monitor BM04 from the following link:\nMomcozy BM04 User Manual\n\nThe manual is available in several languages, and updates for additional versions are ongoing.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Lasse Mielke,</p>\n<p dir=\"auto\">Thank you for your message. We hope you're doing well!</p>\n<p dir=\"auto\">You can download the user manual for the Momcozy 5-Inch Dual-mode Smart Baby Monitor BM04 from the following link:<br>\n<a href=\"https://momcozy.com/pages/momcozy-5-inch-dual-mode-smart-baby-monitor-bm04-user-manual\" rel=\"noreferrer\">Momcozy BM04 User Manual</a></p>\n<p dir=\"auto\">The manual is available in several languages, and updates for additional versions are ongoing.</p>\n<p dir=\"auto\">Best regards,<br>Momcozy Customer Support Team</p></div>",
"plain_body": "Dear Lasse Mielke, \n Thank you for your message. We hope you're doing well! \n You can download the user manual for the Momcozy 5-Inch Dual-mode Smart Baby Monitor BM04 from the following link:\n\nMomcozy BM04 User Manual \n The manual is available in several languages, and updates for additional versions are ongoing. \n Best regards,\nMomcozy Customer Support Team",
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"body": "\n\nHello,\n\n\nI can‘t open the instruction. Could you please send me a PDF? The Stick is already delivered.\n\n\n\nThank you in advance\n\n\n\nVon meinem iPhone gesendet\n\n\n\n> Am 12.05.2026 um 10:02 schrieb support momcozy <support@momcozy.com>:\n\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=\"ltr\"><div dir=\"ltr\"><div dir=\"ltr\">Hello, <div><br></div><div>I can‘t open the instruction. Could you please send me a PDF? The Stick is already delivered. </div><div><br></div><div>Thank you in advance </div><div><br><div dir=\"ltr\">Von meinem iPhone gesendet</div><div dir=\"ltr\"><br><blockquote>Am 12.05.2026 um 10:02 schrieb support momcozy <support@momcozy.com>:<br><br></blockquote></div><blockquote><div dir=\"ltr\"><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</div></blockquote></div></div></div></div></div>",
"plain_body": " Hello, \n I can‘t open the instruction. Could you please send me a PDF? The Stick is already delivered. \n Thank you in advance \n Von meinem iPhone gesendet \n Am 12.05.2026 um 10:02 schrieb support momcozy <support@momcozy.com>:\n\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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