Originally Posted by margarita girl

Not sure if it will make a difference in this case, but try detaching the cert first. (You should never cancel a reservation with cert attached as it may take days for the cert to be returned, if at all.)

Click on View Reservation, then Modify. Pick the same room type and it will ask how you want to pay. Choose pts. Cert should be redeposited immediately and you should be able to cancel your reservation. But I don’t know what is going on in your case.