Is it normal to get your perk rewards cancelled when you are first starting?

I just tried to claim 2 $10 walmart gift cards and just noticed that they both were cancelled. Before that I have successfully claimed 2 $5 walmart gift cards. From what I read people are saying this is common and that perk will most likely just ask me how many phones I am using or ask for my ID. I emailed them asking them if I did anything wrong or if there was anything I needed to do to fix this just waiting to hear back. Any idea how long it will generally take for them to get back with me? Is there a good chance for them to just not give me my points back? I have never used more than 5 phones per perk app and i usually have between 3-4 viggle browser tabs open. Thank you for any info.