Unable to send documents to sign

We have recently had a change in our account that has stopped us from sending documents, we no longer have the dialog screen that allows us to send documents:

We recently extended our subscription by a year using the email address attached to the account. I've spoken with the support Live chat who have directed me here for support. I'm seemingly unable to send documents nor can anyone help me find out what is going if my account suspended and a new account has been created:

support chat: