MYOB AO -unable to access client listed through Live Cloud

afternoon all, we use MYOB AO and are trying to access a client file through the Live Clound in AO. We can open the MYOB clients list, see the client, see the unallocated transactions but as soon as we try and access this client we receive an error message, please contact MYOB Support. So MYOB support, what do we need to do to access this client.

Let me know if you need screen shots as I cannot get the serial number with out access.

Thanks

Nicole