I just looked at your incident in your support history and it appears to be showing and it looks like you were responding to it for a while.
Make sure you are logged in to the correct account and it should show up. I see a recent response telling you precise line numbers to update that should address your problem. Please continue to use the incident to resolve this issue. If you can't find your incident, go ahead and give the office a call and somebody will work with you to find that incident.