Superbalist eBucks voucher that disappeared

I received a message on my app that I have qualified for a superbalist shoe voucher based on certain criteria I have met. I Logged in today only to find no voucher to my avail. I went on to the help desk to enquire and was referred to the eBucks help desk and no response followed after. I find it funny because it could not have expired and I haven't redeemed it yet. With my past experience after I receive my notification regarding my voucher, I still have quite a few months left before it expires. I could really do with a explanation please.