This has happened to me twice and my boss on Friday. You have to call the online support desk and explain to them that you are not on the list and you should be (be persistant). You might have to cycle through a few reps before one of them takes the time to look into it. On Friday when I was helping out my boss I was on hold for 40 minutes while the rep fixed it but then my boss got upgraded on 2-4 flights as silver so she thought it was worth the time.