Will I get a reimbursement if I upgrade service to ask a question that might be causing a system glitch on their end?

I work on a US military base overseas as a DoD employee, and my wife works for a foreign company. I know my income is not Foreign Income but my wife's is. It shows hers as Foreign Earned Income Exclusion up to the review. At the review, I am showing either my income(w-2) or 0 and I have to correct it but I believe that I entered everything correctly. I cant get through to file. I need their assistance and am thinking to upgrade my service but if this is causing by their system glitch, I don't think I want to pay extra. (I am not in the high tax bracket and it shows as I get a refund)