that's a shame, I recommended them based on flawless service, I've used them about a dozen times, but the online side has always gone smoothly. Unfortunately when an online aspect doesn't go smoothly I've had similar experiences, with other companies, trying to get any sort of information.
After the payment bit you normally get a pop up of the package labels that you then print off. It sounds like it's hung at that point or security settings stopped it proceeding.