ilok2

Reading alot of problems on the forum with pace ilok2 but no real solutions...my problem is the ilok manager wont let me deactivate protools express...deactivate is greyesd out...i cant drag n drop protools 11 into my ilok2...it says pt express needs to be surrendered...sent a message to ilok support n they said i need to contact avid for help and they wont reset my ilok account...any suggestions b4 i contact avid? Thank u!!