Why can't I connect to pwn box

I am a beginner at HTB and have VIP+ plan type.
But I can’t connect to pwn box.
An error occurred : “Could not mount personal drive” when I start connecting to pwn box.
How can I connection troubleshooting?

I would send a message to support via the green chat bubble once you are signed in. You may need to search for and skim an article to unlock the option to send a message.