Accepted Collaboration Invite - Collaboration doesn't show up

Never used box.com before. Got invited through collaboration link and made an account linked to gmail, I assume as an external collaborator. I'm just a regular person who wants to access a document for work. The folder owner says I still appear as invited. The collaboration folder does not appear on my account anywhere.

I looked through the community for similar questions and found:

-set up 2FA - I did, nothing happened

-click a link to open a ticket - apparently there is no longer customer support (at least for free accounts) so I get redirected to community

-click all files > pending invitations panel - there is no pending invitations panel

-ask them for a new collaboration invite - pending

Any help appreciated, thank you