I was able to solve my issue.
My guess above was correct - I needed to have Turbotax Live in order to get the message.
I used the 'help' menu to contact support again, but this time when it refused to allow me to proceed without upgrading to Live, I accepted. I did not have to pay for the upgrade though (or at least not yet). Because payment is required when you file and my taxes have already been filed, it unlocked the feature without payment and I was able to view the message from the expert.
