loan awards disappeared?? help

hey everyone!! im starting grad school at ASU this month, very exciting!

i’m having an issue with the loan awards. first, it offered me two loan options of different amounts, both exceeding what i need for both semesters. as of now, they have completely disappeared on the finance tab. it says $0, when last week it gave me actual amounts. i have tried to get in contact with financial aid to no avail.

the chat feature doesnt work, there’s a million people calling financial aid and even when i leave my number, no one returns my call. the deadline for all of this is on the 18th, and i feel so stuck and stressed, i have no idea what to do.

does anyone have any tips or advice? i work a full time job, and i can’t really make these calls during the week. thank you in advance!