Clone not loading

Hello,

I have been trying to create a clone for the past week.
You previously gave me 4 tokens for a total of 9.
After I created an unsuccessful clone, the token count went to 5, and I still cannot access the clone.
Currently the tokens are at 2 and I don’t want to keep purchasing if I keep wasting tokens.

I have updated the plugins to the latest version.
I can create scheduled backups and have recently restored the site successfully.
We do have a Sucuri firewall. Is it possible that I need to add your ip addresses to their whitelist?

Please advise.
Thank you.
Joyce