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7466: The return of the fulfillment is denied by the return policy because max return exceeded

Question asked by javzandulammonmap-mn-esridist Employee on Jan 30, 2020
Latest reply on Jan 30, 2020 by aam-esristaff

On of our clients has a single use license and recently formatted their desktop. When they tried to authorize the extensions they are getting this error message. 


I read on the ESRI support page that the cause was:

"The ArcGIS Desktop 10 Single-Use License has been deauthorized more than four times within the year. The year starts on the date of the first deauthorization. Single-Use License Types are limited to 4 deauthorizations per year."


and the solution being:

"Please contact Esri Technical Support, Customer Service, or your local ESRI distributor."


Problem is we are the distributor but cannot request a case due to some unknown issue with my esri permissions.


Can anyone tell me what I can do next to fix this issue. 


Thank you in advance...