To be clear - we're a community of end-users. We can help you with usage, generalised problems and talk at length about all of the tools.
But we are not *technical* support for OnDemand. That's why Rambanam's answer is correct - you need to talk to people who have the system access you need, which we do not.
A general tip to avoid this kind of unexpected situation is to ensure your email system is not catching emails from Atlassian in a spam filter or otherwise not being read. Emails are sent to let you know if there are problems with subscription payment (e.g. credit-card declined), if emergency maintenance needs to be performed on your instance, etc.
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