Unable to submit appeals or make cases, using the self serve option

I'm trying to go through the process of going through the appeals, but my account is unable to do the self serve that is asked of me.

Is there something with my account where I cannot submit cases or start an appeals?

10-12 showing that i have 2 accounts made, a Gmail and a Hotmail where the hotmail has no options.

10-18 showing that the appeals process (filling out the webform) just doesn't show the self-serve to email.