You're not alone. I tried to redeem for Hilton and after all the work it kept telling me my pin was invalid. I think I know my Hilton pin pretty well and after three tries I was pretty annoyed. E mailed them and no reply. After four days I e- mailed them again and hope to hear but something is definitely going on with them.
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Some of us have used ERewards without a hitch for 3 years. I would never give up on a company who paid me $200 in rewards each year, just because the hadnt responded in 3 days when the whole east coast was bombarded with record levels of snow. I would give them a few more days before crying that the are a waste of time.
I actually tried to contact them via e-mail early last year, and never got a response.
So, I found their ad sales phone # on their website, and the person who answered the phone actually took a message and said he'd pass it along to customer service.
It worked- I got my response a couple days later.