promo email says eligible but app says account not qualified

Got one of those promo emails for a reload bonus, literally says my name and “you’re eligible” all over it. Fired up the app and tried to claim it, but it tells me my account doesn’t qualify. Checked my account history, no weird activity or anything that would flag it. Even re-read the terms, nothing out of the ordinary.

Anyone else run into this? Feels like the communication between marketing and the actual promo logic in the app is just broken. Pretty frustrating when you start to plan your deposit around these things. Would be interested to hear if there’s a pattern with certain types of promos or if it’s totally random.