Hopefully you’ll get through soon. I think I had the same problem with a TK segment. It wouldn’t let me cancel or refund because the link was redundant/grayed out. They emailed me back after a few days to fix. Not sure if they did something on their end but you can at least try what they replied back. Good luck!

This was my email to them:
Hello,

I am trying to access PNR xxxxx so I can cancel and proceed with a refund request. However, I have been getting an error when I try to access PNR. I can access the ticket but not the PNR. Please advise.


We would like to cancel the tickets and request a refund.

This was their reply:
Please click flight list - click ticket number- click retrieve ticket - click refund.
If you have an error, please send screenshot about failure.
Thanks and Kind regards,