Minecraft Support is experiencing extremely high volumes of requests right now and we're working 24/7 to get caught up. Do we have help? You bet, we just added forty new people to our team. Thanks for your patience, we're going as fast as we can to get them in and helping out!
I'm sorry you're having trouble! Info about Minecraft Earth can be found at https://www.minecraft.net/earth/faq and for support you can go to http://aka.ms/mcearthsupport . Thanks! ^AS