I don't know if that's the only way to figure it out. That's just where I would start. This is a volunteer forum. You could try customer support if no one else has any ideas. I think the problem is with how TT asked you its questions and/or how you answered those questions. TT did not get the right meaning from them.
Or it could be a bug. But it looks like it does the right thing to me on the non-cloud version.
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