Gatehub wallet import

I imported a wallet with XRP into gatehub and it shows 0 coins. Searching the "r" address shows coins on the explorer so they weren't stolen.

Detail of previous steps: bought XRP 5 years ago (probably went into a ripple trade account directly). Imported ripple trade to gatehub by 2015 as required. Gatehub account shows 0 coins and attempting to import the wallet via secret key says the account is already there.

Googled the problem and don't see a lot of other hits. Also, I cannot verify the account via there 6 step process because on Step 2 they want to enter a phone for SMS text and then never send the text (or my phone rejects international texts, but I don't think so). Tired opening a support ticket but others on the internet say support is slow/non-existent.

Is anyone else having significant trouble with Ripple/Gatehub? Don't want to lose the coins / not sure what to do. I usually figure these things out on my own and don't bug the message boards but stumped on this one.