If you don't see your address in the snapshot:
a) Make sure that your address is 81, not 90 chars long
b) Make sure that your address is *supposed* to have a balance (if you have made transactions already, it is likely that this address was already emptied)
c) Check on Tangle.guru to see if there's a balance
d) Only after all of this, contact us and tell us that something is wrong.