The loyalty box is very specific to the time you joined. So lets say you joined May 9th at 6pm. You wouldn't be able to collect yours for the year until 6pm. It is possible you may have missed one from the previous year? I would honestly make a ticket as that is more of an item issue and a UA or programmer would be able to look into it.

Since they will be helping by ticket, I will close this up. If for any reason they do ask you to make a board just slip me a comment and I can reopen this one.