Can't Disarm the System

I just got off the phone with customer service - we have a system that is armed and i cannot disarm it (i need to let a contractor into the house). I'm told that someone will have to go into our house to manually reset the base station by unplugging it and disassembling the battery - then put it all back together. All started when i "updated" the base station at the request of Simplisafe.

We are traveling, and there IS NO ONE that i can send into my house to do this!

What a ridiculous situation to be put into!  Come on people! did you not anticipate this happeneing? Now what am i supposed to do?