Interesting. I'm surprised support chat sent you off to email - they must be very busy.
Anyway you now have movement. Good. I suspect one of your trapezoid nuts was binding. Seems to occur quite frequently on new builds.
Question - have you set up your Pinda as per the instructions i.e. the thickness of a cable tie higher than the nozzle?
If so is the Pinda working correctly? You should see a red led on the top end around the cable when it is at rest, and when you bring a metallic object such as a screwdriver within a millimetre or so of the grey end the LED should turn off.
Finally, when you start the xyz calibration the x axis should move right to the top of the frame and actually collide with it. There should be a second or so of buzzing from the steppers as it does this. This is how the machine knows the x axis is at the top of its travel and equally importantly that it is level - from that it calculates the height where the bed should be.