This is an accepted solution.
I am closing this thread now.
The best process for this is, for anyone who comes across this thread now is to reach out to our support team directly via live chat or email by following the steps in the link here.
It is best to come prepared with verification details (store email, physical address, last 4 digits of the CC on file). The 1 hour free design time does not support everything and must be on a store that has a free Shopify theme as well as being on a paid plan.
I have marked this message as the solution to make it easier for someone else to find if they come across it.