There should be a simple dropdown to restart cloud instances that are having issues.
The usual trick I use is to move the desired location somewhere else in the US and it'll force it to restart.
I did that this morning because our instances was not working. But, after doing that it hung and the cloud website looped for over an hour.
Support then asked where i moved it from. I said i never actually moved but used that to restart the instance.
Customer support service by UserEcho