Dear nyge!
I have just created a new ticket on your behalf: ILF-846-48863
Please open the ticket and update your site access information, clarify the issue you are facing as well then our devs will diagnose and get it fixed asap for you.
For information on best security practices, and frequently asked questions about sharing access with JoomlArt support, kindly refer to the knowledgebase article at: http://support.joomlart.com/index.php?/Knowledgebase/Article/View/3/0/providing-joomlart-with-access-to-your-site-or-server
Looking forward to hearing from you and happy new year! 🙂