I found the same thing happening to me when entering our ticket number. We are waiting for 225 bonus tier points from our recent trip, we have been back 18 days now and have the points for the normal flights but not the 'bonus double tier' points yet.

I have found and used the following email form and received an automated reply to state they are busy but will get back to me asap.

Hope it works for you - https://ukprepin.custhelp.com/app/ask