This was the answer when someone else had the issue
This is part of the FAQ for the Welcome and Join board:
Q2. When I try to download a tool or a document I get the following message: “We cannot fulfill your request as your account has failed export compliance verification” What can I do?
A2. You should start by reading the recommendations from AR#44043.
If you still have issues, in order for your profile to be reset and cleared, please send an email to Xilinx Customer Support (firstname.lastname@example.org) indicating your "export compliance issue" and they in turn will contact Xilinx Customer Service on your behalf, who would be able to screen and verify your profile and re-activate this then, so that you can login and download the required software without issues
Hope that Helps
If so, Please mark as solution accepted. Kudos also welcomed. :-)