Please help. Tesla finance release so I can sell to Carvana

When I try to sell my car to Carvana and transfer ownership via the app, I get a message that I can’t transfer ownership without permission from Tesla finance. Of course I have been trying for 2 days to reach Tesla finance via email and phone with no success. Has anyone experienced this before? If so, what did you do? I have emailed all documents and my request to Tesla finance.