I Had 4 more Months Left for My One to One but the Website is all of the Sudden...

Hello-
I purchased the One to One after the first year was over because I received an email asking if I wanted to purchasee another year. all was good, I was using it mostly for my MBP and I would go to the website for the Apple Store near me, sign in and reserve a time for a One to One appointment.  I recently saw that the local apple Store had changed their website around, and I did not attend a One to One for about 4 months. I purchased an iPhone 5 and went to the Apple Store to purchae Applecare for the new iphone.  I was curious so I asked the sales guy to check how much I had left for the One to One.  he said about 4 months. when I came home I tried to sign in on the website I used before and it keeps saying 'this apple ID does not have any One to One sessions left.  I looked at my receipt and I should have about 4 months left.  I have no idea who to contact. I called the store and the person who answered the phone told me they cannot take care of this at the store level.  he did not know who to send me to.  Does anybody have any idea who I can call to get help with trying to get the 4 months back?  when I did get the iPhone 5 recently, I did have trouble getting to sign into iCloud, but I went to the website and signed in twice there and that did something that allowed me to sign in to icloud on my iPhone.  I do not know if that had anything to do with it, but it is the same Apple ID and password.
thanks for any help you can give me.

May be your carrier but try a reset:
Hold the Sleep/Wake and Home buttons until the screen goes dark and the Apple logo appears

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