Software is not perfect. Nothing is. Sometimes airdrops work, sometimes not. Even if you have proof with emails stating you're good to go. An Experty admin should be the last person on the planet telling me "if I did this, this will happen". Nothing is guaranteed. Not airdrops, not smart contracts, not client's email addresses, not even client's identity/personal information...🙄
I dont understand the issue right now. This is actually not an aridrop but a compensation for the data breach we had. If you got a victim of that and filled the form, those 2 things will happen. If not, you are always welcome to report an issue

but keep in mind that it can take up to a week