Oh yes, the first bot response asked for that, which I provided. Since then nothing has happened and I have repeated at least 8 more attempts with no response. I am not new and have used the wallet with no problems before. My funds are in the wallet and fluctuates with the price of Bitcoins. I have been all over their web site and it doesn't work properly.
Are you talking about the bot in emails? did it ask for the whole backup sheet? 👀
so just to be clear, did you use the recovery tool mentioned in the article I've given? If so and it did not work, did it show any error message? what happens when you use a diff browser? with freshly cleared cache and cookies.
I have tried what you recommended twice with no response. I even went back to square one filed a new inquiry and simply asked for a human reply and got a bot response that they couldn't understand what I wanted. Person to person conversation by any means is impossible and the their Facebook page is unkempt.
A result from my first complaint was a request for info off the back-up doc and never heard back. BTC.com web site is also a mess. I have used multiple search engines with the same result. My previous experience with them has been problem free until 18 may 2019. I pretty much have given up on ever seeing my $200 or what ever bitcoin is worth today.
I had a response to my string of 12 or so emails asking what I was talking about so I responded btc.comwallet but it was a bot. They gave the bot a name "Helen" so I still have not had a human response. I think their bot is on auto pilot. I found a few others like me on facebook so I am not alone. Their are probably thousands of people like me who have no idea what to do like me.
