Online Franchise user / team issue

We’ve been running an online franchise for a couple seasons but ran into an issue. One of our players accounts got hacked, then banned meaning he can’t log into ea games. He created a backup account. 
I read that it is possible to have a 2nd commissioner / user added to an already owned team. Which is great so you don’t lose the coaching reputations and morale boosts etc. when I clicked that option and it didn’t do anything. 

Now, it won’t even give me the option to “remove from league” or “add a commissioner” anymore. 

Further reading I noticed it’s a glitch for online franchise. Apparantly offline franchise you can add 2+ users and online you can’t. 

can we get specific help to remove a user from our league to then invite his backup account, or can we please get help to reinstate the current users account. 

thank you