Nope. They don’t offer phone support. Just direct email and here in the forum, so as soon as they see your post they’ll respond.
In the meantime, did you also log out of the account - particularly if you have the app open on multiple devices? After logging out, turn on the machine and let it complete the start-up calibration and let the head return to the home position before you open the app back up again. It will probably take longer this time, they just pushed a firmware update. (Let it finish, turning it off before it’s done will lock it up. Give it a few extra minutes this time.)
I have only used the app on one device, my laptop. I logged out and followed your suggestion above. The GF has been on for over 10 minutes and the head is back in its place. I relaunched the app.glowforge.com and my machine is still offline.
This is setup mode. When the Glowforge is in this mode, it isn’t talking to the cloud servers so if you visit the app, your Glowforge is “offline” because it isn’t connected to the internet. It’s just sitting there waiting for you to tell it how to connect to your wifi.
After you set it up, it will take down the private wifi network and it won’t create it again until you tell it to (button for 10 seconds). Don’t do that unless you change your router or it’s wifi SSID or password.