Firmware Update

I am having trouble updating the firmware on my Trezzor white. I was able to log in like 2 years ago, and have all my recovery notes. I was able to log into the online wallet briefly after entering my Pin but now it won’t let me back in online and wasn’t accepting the Pin. The system keeps saying the device is in an incorrect state. I cannot find a way to log a ticket for assistance and like to get this resolved. PLEASE HELP!!