ADE and the entire Adobe ADEPT DRM infrastructure is extremely badly implemented and very poorly supported.
It is amazing what bad products an otherwise reputable company can produce.
Exact opposite end of the spectrum from what I have heard of Mac support.
Deauthorization on a Mac is cmd-shift-D (computer) and cmd-shift-E (device).
Online chat should be able to help but some (most?) of the operators are not properly trained.
Try again and hope to get a better operator.
Online chat is the only way I have heard of people getting authorizations reset.
Totally amateur that there is no webpage to view and edit authorizations.