No option to send a fax

I have a US account, only ever used for faxing. Tried to send a fax yesterday, the desktop app and the web app did not give me the compose fax option. Can see old faxes, but no way to create a new one. Even tried fax to email and it gave me this message "The fax you submitted on Tuesday, June 30, 2020 at 12:55 PM could not be sent because your account doesn't have fax sending capabilities. If you would like to use this functionality, please upgrade your account and resubmit your fax or contact our customer support." Can anyone help? Was supposed to get a call back yesterday according to support but haven't heard anything