2012 Lounge hatchback won’t open

Hi everyone, I have a 2012 Fiat 500 Lounge with about 166k miles on it and the back hatch won’t open. It’s been like this for a year or so and I tried to see if they could fix it at the garage where I take it for service, but they said they couldn’t. I’m wondering if anyone has any idea how to fix it. Thank you!