We can't find your application right now

I have seen others have the above error coming up when trying to support a student’s finance application, but I don’t believe we have different details in the system (myself and my student that I want to support). I can see the application I want to support so don’t understand what the problem is. At one point it worked fine and I wanted to make sure I had details with me so logged in later. The error message then appeared. Can anyone help? Is there a phone number as I prefer to speak to someone and not upload a form etc.? Many thanks for any help!