FTAX

How do I offset losses carried forward on a short SA form in FTax? The message on the form says

"When submitting online, do NOT include losses brought forward in box 32. Instead enter details in Finishing Your Return box 19."

I've done this but this doesn't do the offset and my clients account is showing a liability rather than the offset on HMRC website. I've rung HMRC agents helpline and pointed out the note in the white space. I have been told I would have to resubmit showing the offset correctly - but I can't because the software won't let me as per the info above or send a manual form in and a letter of explanation. I've contacted FTax and they can't offer a solution to this. Has anyone else had the same problem and how did you get round it?
Lesley Barnes