Lock disappeared from the app….no path forward

The lock disappeared. Now it says it is registered to my account so I cannot add it. The lock is in factory mode now after I tried to reset it….this means my house is basically unlocked now that any code or fingerprint unlocks it.
The inability to reset the app/account and the lock is beyond frustrating.

The whole situation is insane. Multiple phone calls, no answer. Multiple tickets….no email confirmation, no ticket number……hello? Any one home??? What is going on??