That really looks strange. Could you provide additional information about the case?
Have you tried to achieve support through Endpoint UI? Sometimes it takes time(several hours) to get registered.
If you`ve got a support case number, please post it here. Do you have Veeam Backup & Replication license?
If you don`t have one, please write the email you use for logon(you may send it as a private message if you wish).
I hope we will resovle it really fast. Thanks!