Go look in your spam folder, likely their emails are ending up there. Also add @glowforge.com to your whitelist. If it’s not, you might see if your ISP is blocking it, and get them to add it to their whitelist!
Generally they don’t close a thread if they know there is an email issue, but for the majority it isn’t, so to start I think they generally just go for it. 
That the email they sent on Machine stopped mid print, purple button says they’re looking for account info - it sounds like maybe the email you’re using here, and the email listed on your 
account are different ones - are you checking both?