Hi Hungyiji,
I know you've sent us a support request message before, and we've sent our reply but haven't heard back from you yet. Please check your email for our message (from support[at]brillkids[dot]com).
In case you didn't receive our message, please go to
http://support.brillkids.com and login to your BrillKids Account. You should see a history of your support requests and our corresponding replies in our Support website's "Check your existing requests" section -- kindly reply to our message so we can troubleshoot immediately. Thank you!