Urgent Help Needed before we loose all cloud files

That sounds incredibly frustrating, especially when important charity documents appear to be missing and the normal support channels aren't working. At this point, focus on getting the issue documented and escalated to a human support agent, while avoiding any further changes that could potentially affect the files. If you have another admin on the account, it may also be worth having them try submitting the support request. Hopefully, a human technician can investigate the underlying storage or permissions issue rather than sending you through another AI troubleshooting loop.