We have a tutorial for exactly that reason. If users don't read or follow it at all then issues can be expected. Luckily most of my users are capable of reading and following the instructions, but some are just not made for that I guess.
If you can't follow a simple step by step guide then I also recommend going with another provider.
Our spoofer is exactly doing what it is supposed to do:
Bypassing your BE / Escape From Tarkov HWID ban and that successfully since we left our BETA stage months ago