Well it has now been 2 days and 16 hours.  It is also now 10:30 on a Friday night in China meaning I will likely have to wait till the weekend is over to get a response on my support ticket.  What has your experience been like with DJI support?  What is your average reply time?

Hi, David, where did you send the email? onlinesales@dji.com?support@dji.com? or? Do you have a ticket number? Thanks.

50 hours after using the DJI website support page (where the OSMO Is not even listed as a product in the drop down menu) and still no response, I gave up and shipped my OSMO back to B&H For a full refund.
Good luck with DJI. My experience was that tech support and customer service are not things DJI knows how to do.

What is your ticket number? Can you please provide it so I can check the progress for you. Thanks!