The support badge will only appear when you are signed in. Your account can be locked, but you can still sign in to access the support badge.
If you are signed in but the support badge still does not appear, please ensure that you allow 3rd party cookies (as our support system is provided by a 3rd party and integrated into our apps).
How you do this is dependent on your device and web browser if you are using the web app, so just search for "how to enable third party cookies for xxx" in your favourite search engine.
If third party cookies are enabled but the support badge still doesn't show up, please screenshot any error messages and email them to firstname.lastname@example.org - preferably from the same email address you signed up with.