How do I redeem my Keep and Switch Prepaid Card?

I've called a few times to try and find out the answer but I keep getting the same answer which is "to wait for an email or text." But my main question is, why am I told to go to the "promotions.t-mobile.com" site to check the status with the tracking ID when I'm always met with the "Start a New Submission" screen? There's not a section on that page that allows me to track. Is everyone getting this error or is this something only certain people are expierencing?