Account not eligible to claim spark

Hi,
I’m trying to claim flr tokens for my dad but I’m running into a problem.
He had xrp on his nano ledger on the 21st of december, but after I finish the claiming proces it says the account is not eligible on the flaretools website.

What can I do or who can I contact?

The snapshot was on 12. December 2020, not 21. December.

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