hey, if you can bring up the support chat in the dashboard (lower right corner), and tell us there a couple of things 
:
- the dashboard link to the device you’d like to update
- just a few words on the general nature of the app running on the device (whether it manipulates the network connection at all)
- mention any modifications of the hostOS that you might have had.
This should be good to start! If your RPi3 is newer than hostOS 1.16.0, you can also try a self-service update (which runs the same process that we do manually, just for newer versions that are more likely to require no intervention).
How’s this? 