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Client's Account is "on hold" on my end, but not on theirs?

I've been trying to figure out why I can't accept a client's offer. I get a message saying their account is on hold (image attached). They've already been billed the money, and when they try to resolve the issue, they get a message saying everything is find (image attached). This is very frustrating, since I already know how to finish her project, so both of us are stuck (me not getting paid, she not getting the solution she already knows I have for her). 


And I have no idea how to contact support myself to ask about it. The "contact help" baloon that supposed to appear when I go to the troubleshooting page doesn't work. 




my error messagemy error message

Community Manager
Community Manager

I'm sorry to hear about your experience, Andy. I can see that you already have an open ticket for this issue. I'll follow this up with the team so that they can get back to you and assist you. 

~ Avery