Search not Giving Results

We have recently ran into an issue with the ability to search and receive results. I have reached out to tech support with no response. It seems to be an issue that just started, so not sure what may have happened in the platform. Has anyone else run into this or have any thoughts? Thanks

What is the issue?

I search for a name by text and it does not come up but it is clearly in the data and it previously worked fine.

Screen Shot 2021-05-13 at 10.51.04 AM

When did you reach out, and how? Web form? Or emaill?