Cloud subscription problem

I recently purchased Entry cloud subscription and expected to have my videos uploaded to cloud.
But all I got is 6-second preview
App version 6.0.3 IOs

You can check this FAQ link on how to playback the recordings from the Cloud:

If you need any more help, you can reach out to us at the email listed below so our customer support can help you out:

My app says 0 plans active while the subscription has been renewed automatically by apple. Since more than 2 weeks I am not able to see recordings of my cameras. I have sent several e-mails to support and only the first one was answered, requesting the original apple invoice and I sent it.
Support opened a ticket (#1272567) in their answer but silence since then.

Please solve the issue or let me know what should I do.