Waiting for a response on Membership not working

Hi, I submitted this post yesterday in a panic because I need to present and replicate the site today. I had already granted support access, but the immediate response was requesting access. I responded several time and haven't heard anything. I need to find out what happened and how to prevent in the future asap. Can you all help please?

https://premium.wpmudev.org/forums/topic/home-page-suddenly-visible-when-it-used-to-be-protected

Thanks!!!

Mark