Can't create a new account


My client tried to sign up using my affiliate URL, put in her email address & received a password. The next instruction was to click Chat. The chat box came up, when she (I have tried the same process) clicked to engage, the chat went away and there was no way to get back to it… or log in. We get this message
"Your account is pending for verification, click on the chat icon to complete the verification process." BUT there is NO CHAT icon.
This makes me look really bad. I’ve tried to create a new account myself & ran into the same issues. I submitted a ticket and haven’t rec’d any response at all, not even an acknowledgment in 24 hours.
Any Bright Ideas?