Won't let us support daughter's application

Hi, our daughter's reapplied for finance for her 2nd year (24/25 academic year), we've had the e-mails asking us to give income details but when we log in it only offers 23/24 year and says all actions done. I tried phoning and the advisor cut me off. Nothing I do allows me to get to a link where I can give details, and it looks like the bit we would need to upload the PFF2 isn't there either. We've supported applications before with no problems so something is wrong with SF system this time. Please help.