I am unable to complete Automate Your Business Process due to error msg "Could not find the product support case for 'Sean Forbes' and 'Edge Communications' with the specified settings." Please advise. Thanks!

I have gone through all the steps successfully.  I can see the support case, contact name is Sean Forbes, Account Name is Edge Communications.  Case Reason is Performance.  It has successfully escalated to me.  However, I still get the error message above.