Do a search and you'll find many threads about IM. I use google talk and the MSN transport. I don't use IM frequently but this works for me without any problems. Detailed instructions can be found at www.bigblueball.com.
Are you using Regular version or WAP version? I've been getting lots of error message for WAP version. Thanks for sharing.
SHAPE's support team will readily help you with IM+, but we need some more specific technical information.
Please fill our support request form: http://www.shapeservices.com/eng/support/bb.php
Please specify what error messages you get.
I have submitted the tickets online through the link you provided. And every detail is reported. While I found the WAP version unusable, I do find the REGULAR version works fine for the past two days or so, with only a couple of times of MSN error, but today has been fine all the time. The errors with REGULAR version in the beginning is due to the wrong configuration in Connection setting. So I strongly suggest SHAPE makes their Instruction CLEARER and easier to follow. The instruction pdf that was sent to me via email is a little out of date.
I hope I am the only one reported the problems with WAP version - I believe there is some problem with it. Just check into it.
I'd like to appraise highly Shape support team. We've exchanged many emails, and they have been fast in response, and patient with all the questions. Their support has been great. This really wins me over. My trial expired, and they even gave me an extension.