sopra steria/UKVCAS

I provide assistance on a voluntary basis via a charitable organisation to people with immigration and asylum issues. Last year I helped someone (MH) with an online application for citizenship, and made an appointment with Sopra Steria (SS) for her to attend and Manchester service point to hand in her documents and have her biometric details recorded. This proceeded to a satisfactory conclusion without any difficulty.
I am now assisting another person (MA) with an application, but when I try to book an appointment with SS for MA it wont let me, and any appointment it makes is for MH. I cannot work out how to get MH out of the system. Has anyone had similar problems, and any suggestions would be welcome.

Not sure what application you are completing online presumably, but the surinder Singh route applicants have to request a paper form from home office and apply by post.