You replied in between my post.
Like I said ftp access is used by you. It is usually the method you would use to make backups of your site files. So hence they want your backup to try to restore you site.
Usually a host will make backups of your site but that still will not help you. And they usually will charge to restore.
Which you could do yourself.
So this is your first course of action. Find out how to get ftp access to your site. From the root. Which would be your master account.
Try first looking at your control panel provided from the host.
It might save some time on the phone.
If you need to call them.
Ask how do I get ftp access to the whole site.
