Zero Balance in Trezor T

I literally don’t know what to do. My balance shows zero. I tried to connect in bootloader mode but the screen I get doesn’t ask me if I want to wipe my device. Instead I get "Bootloader 2.0.3 and "Go to In Trezor Suite app in Windows 10, I’m getting “This Trezor is in bootloader mode.” I don’t even know what the bootloader mode is and why I have to be in that mode. I don’t know what’s going on and I’m still not getting the help I need. Ticket Number is 107669. Please help!!! I’m panicking!!!

you are in converastion with our agent and you did not reply to the last email from 5 days ago, please respond to the ticket. Thank you.