<p>See our <a href="https://www.bt.com/help/broadband/bt-cloud/getting-set-up/download-or-access-files/how-do-i-download-files--folders-and-devices-from-bt-cloud-">help page</a> for further information.</p>
Something doesn't sound right. The app shouldn't ever say anything about contacting the community, and any errors shown on screen should always include an error code. Are you able to provide a photo or screenshot of what you're seeing?