Hi, Ellen -- Did you also submit an Unresponsive Profile Manager Request??
You can find the link for the specific profiles you're working with on the Family Tree & Tools tab. Just search the page (ctl-F) for "Unresponsive," and you'll jump straight to the link at the bottom of the page.
Once you do that, then one of the Team members will try to contact the manager, and will also get you the access you need.