Cannot get activate vitality active rewards

Cannot activate my vitality rewards and hence I cannot access the rewards or set goals linked to the active citality rewards. I have beencalling the vitality active rewards for the past two weeks due to the fact that I cannot activate the rewards on their app. Every time I call I am getting different reasons as to why I cannot activate. Today I got a reason that I cannot activate because their system says I am not "eligible". I am however eligible because I am on the full vitality package. I am just paying the monthly fee and I have not recieved any rewards ever since I joined last year.

Can someone at Vitality rewards assist with this urgently