Discovery been offline

Been to Gold Reef City, unable to retrieve reward as "Discovery was offline". why must the customer be inconvenienced due to technical errors? why could i not retrive my reward and the code be taken down. the staff at Vidae Cafe is extremely rude and unhelpful. now i have chosen a reward for Vidae which i could not get, now its going to expire and it ant be used anywhere else. are measures not put into place for technical "glitches"?