Not able to access "Help" Feature

I am a new user, and have already made payment for an Ultra Package - my IRP5 data has imported successfully.

I am halfway through capturing the details, but am having issues with a specific Source Code. When clicking on Help, I can't find an explanation for my specific problem. I then have the option to ask a specific question, but as soon as I select the Tax Year that I want to ask a question about, the Query screen takes me back to the Payment page - I cannot get to a point where I can submit my "IT glitch" or ask for help. There is nowhere for me to get support about this issue, also tried Facebook Messenger. Money down the drain, and nowhere closer to submitting my return.

There is also nowhere for me to verify whether there was perhaps an issue with my payment, or anywhere where I can see to which year / return the payment has been allocated, or an option to "move" a payment to another tax year, if I accidentally started on the wrong one.