Bug and no answer from support

The concept of helpie is really good , however the most important function for me does not work. I can not automatically integrate FAQ articles to certain product categories automatically.
The existing function in the Pro-VAriante (which I bought for this purpose) always returns the error message:
In your site not found product categories, please add some categories for better customization of Product FAQ Relations.
Of course I have created several product categories, but Helpie does not find them.

I have been trying to contact support for 2 weeks, but have not received an answer via email or Freemius support system – very frustrating and money spent for nothing.
I had the suspicion that this error was related to our WooCommerce installation, so I have additionally run a new wordpress – WooCommerce installation in which no plugins and only a few test data.
To my great astonishment also here the same error message, I do not understand the world more.

I have not had to make such a bad support experience in the last 5 years as now with helpie.