Hi Dorothy,
While I don't have a resolution to the issue, I'm having the exact same issue. Problem is my site has been going in and out of maintenance mode since last week and it now has been in maintenance mode for 5 hours. I have no idea what's causing it and MoodleCloud support has been 100% unresponsive. I have a ticket I opened last Wednesday about this issue and not a single response. I am definitely getting off of this platform when I'm able to get our exported data.
/paul