I need clarity

May someone please assist and clarify this for me before I change number of stars as I am confused and cannot seem to get clarity. I tried to withdraw from my two pot since I do have some savings based on the Superfund statement. Now when I try to do that on whatsapp it takes me through the steps and gives me a message that "unfortunately I do not have any investments that qualify for a Savings Pot Withdrawals. I spoke to someone on Facebook messenger trying to get an understanding of 1. what does the message mean? and 2. what should the solution be. The consultant takes me through the steps that shows nothing online, I went back to messenger to let them know and she or he tells me no I can only do the after the 1st March. Why? IS there a deadline? she says no you can only do this once a year. Guys i HAVE never claimed from the 2 pot in my life. Can someone help clarify. It is quite frustrating.