We've gone to dry. At day 17, I fill the channels and place a folded sponge between the two channels to help wick the water better. I also like to put another wet sponge, where I can, in the egg tray.
Sally Sunshine is a great advisor on incubating, but I'll take a stab at this. Two things tell me the temp is too low. Legs and feet plus delayed hatching. Both signs of temp being around 99F. That's a tad low, imho.
Thousands and thousands of people hatch successfully in the upright position. Millions of hatchery chicks? Ditto.
The Brinsea is a crowded hatcher. This is why lots of folks incubate in the Brinsea for 18 days, then take them to an inexpensive, but roomy foam hatcher. Lots of room in those...
If you really want to fill it up, the eggs can certainly hatch in the upright position. Or, if there's room, you could lay them down, but I'd personally prefer to hatch them in the same position I incubated them.
Only 48 more hours and you can ask them. Assuming they take note of Veterans Day.
I hope they'll give you a positive response when you call them on Monday or Tuesday.