Can't access my Vivid Money account. Does that mean it has been blocked?

I’ve been a Vivid Money personal account holder for years. I don’t actively use the account, but it still holds about €1,000 in cash (enough to qualify for a maintenance-fee waiver) and about €500 in an MMF. Over the past year, I made maybe one transaction per month between my other personal EU accounts. I don’t use the card, and I’ve never made third‑party transfers or received money from anyone.

Today I discovered I can’t log in: the app shows “something went wrong.” I suspect the account has been blocked, but I can’t imagine why. I couldn’t find a phone number or chat support, so I submitted a message through their online form. What should I expect, and what can I do?