If you have found the solution to your question through the support tool but are not allowed to perform the task or access the content, you most likely do not have the correct user access.  The support information is written for an Admin account type.  If you are not the Admin on the account, please contact the Admin or request that your access be upgraded through your company lead on the project.  If you are the project Admin, please contact Client Support for more information.

More Information on User / Account Types and Access levels