Cannot connect to SQL database

I have been trying all morning to a SQL database and I keep getting a message that login failed for user. I have verified that the information I am using is correct. The Retool IP addresses are on the allow list. Both myself and our network person have tried connecting to no avail. Does anyone else have any suggestions?

Ping support so they can enter your app and troubleshoot

Sorry, this is problem a dumb question, but what do you mean by "ping support"?

In the lower right hand corner of the platform, there is a question mark, click it and chat with support

Thank you.