Urgent: Customer upgraded but now can't access site

Hallo,

I have a customer who upgraded after their trial but now they can't access their site: http://screencast.com/t/Spa1V77Sf

They payment went through and they had access for a few days so I don't understand the problem.

We were having issues a while back which you can read here:
https://premium.wpmudev.org/forums/topic/customer-cant-see-an-upgrade-link

But I thought I had got around them by granting a couple of days extra trial. The customer was then able to upgrade via the admin menu link. That went fine. I later upgraded her site to the gold level (something we had agreed).
It was working fine for a few days but now this.

Support access is granted.

Please advise.

Justin