Why is 'Grant Access' grayed out for Staff Support?

Because of problems with other plugins, I was asked to grant access via the WPMUDEV Dashboard. However, the button 'Grant Access' is grayed out and a messages says:
This site is not enabled for support. You may change which sites are enabled or upgrade to a higher membership level here.

Does not make sense to me, because the site is listed as enabled on the page that link takes me to, and I already have Gold member status.

What's going on?