How to Create a New Account in WindChill?

Hi, 

I have purchased a Creo Advance with PDLM - Locked, but I am having hard time to access my company's Server (WindChill). They need to create a new account for me, but the system is not allowing them. Not sure how can I go about this. See the photo attached for how the WindChill looks like from our end, which is different from other. I have been told, other can easily create a new account. Please advice.