I had the same issue. After many attempts, I decided to call Citi and their ThankYou department merged all TYP accounts into single one.
Your card has a TY ID.
They cannot do it on husband's new card because the new card does NOT even have a TYP account. The TYP ID is NA, Not Applicable.
The manager I talked to, tried to add the card but got the same error - TY side does not recognize the card.
Until a TY ID is attached to the card, there is nothing they can do according to this manager.