Why cant I apply online when I already have a contract with Telkom

I have a telkom contract that for over a year now that I have app**** for online. Last week I app**** for another contract online and was phone by the consultant only to be told that I do not qualify for an online application and must go into the store. So I went into the Telkom store but they do not have that same special. Why can I not apply online? Especially since I have signed up online before and currently have a contract with Telkom.