How can I access a support ticket?

Hello, I wrote a support ticket for Solidworks a week ago and they messaged me back. I am unable to open the site though. I just get a prompt saying "You don't have access to this 3DEXPERIENCE Platform." This has been insanely frustrating because I purchased a year license for this and I cannot even access the program. The support site is very confusing as well so I have no idea where to even go.

Has anyone else had this issue?

Edu