RBT Unable to Recertify due to Technical Issues, Board being Unresponsive

I have an RBT whose certification expiration date was 7/14/26. While he was in the process of recertifying, the Board was changed their portal system and we believe this is causing issues but the BACB is being non responsive. Here is what has happened so far, with the Board taking several days to respond in between.

He submitted his recertification application before his expiration date, while it was processing he was refunded his application fee with no other communication or email.

We directed him to email the Board. They responded a few days later and told him he has 2 BACB accounts somehow and they needed to merge them. Not sure why or how this affected his application since he has been an RBT for 6 years and has never had an issue recertifying before.

He had his accounts merged but now his certification isn’t showing up in his portal, he has no history of prior applications, and he is only shown a new RBT application and not a recertification one. He emailed AGAIN and they just told him again that he needed his accounts merged, even though they merged them for him already. Completely unhelpful.

Now we are at the end of his 30 day reinstatement period and the BACB won’t answer their phone, they are taking several days to respond, and now my RBT is having his livelihood/job affected.

We thought this would be resolved by 30 days but this is absolutely ridiculous. What do I even do to support him when we can’t get an immediate response and clearly the contact forms go to multiple people who haven’t been following this issue?