They send you a link with "your" ETH address. If you are registered. When you put it in on the site it doesn't work? Anybody use the link?
Many people who registered before Jan 10 now find their Eth address is not on KYC database and support desk give the same vague answer. Thinking back, it's so convenient that they never sent a confirmation email when people registered for their airdrop before Jan 10, so now they can shift the blame to us that we did not register.