Ok here we go again. I had this same problem in May of 2011. This is so frusterating. I have been reading that I need to go to customer support portal to start a web case, I have tried several times and everytime I get to start a web case it tell me that I need to contact customer service by phone. Is this going to be a problem every few month or so. I would really like to read the books I have checked out from the library before they have to returned.