cant transfer website from registryrocket

An external website design agency used to own my domain and they gave me some access to it through ivhosting/registryrocket.

I try enabling transfer but I get the following error: "ERROR: Errors modifying Registrar Lock: Access Control Violation - Name Locking not allowed"

ivhosting says they cannot do anything, the guy who owned the website says he cannot do anything, and enom says ivhosting is the one to do it.

What should I do? I need to transfer my domain to hostinger.