For those dealing with this in 2020, the tech support said the instructions were old and outdated. There is no "connected customer" option anymore.  Further, I did not want to mess with config files - and he advised me no to.  Tech support took my name and number So, what I tried seemed to work.  I went into an old email about the software renewal, clicked on my account and then reentered my billing information - since that appears to be the source of the problem.  It worked for me. I am still waiting for tech support to "find my solution" and get back to me in the meantime.