Can someone please tell me why I am unable t o claim my rewards? I am connected!

At the bottom of this page there is a link to Contact Us.  They will be able to tell you if there is a current known issue and/or help you troubleshoot the problem. I can say that I have had it happen and it worked itself out after a few days.  I often do a Force Stop and Clear Cache to iron out any bits and bytes that get confused.  It happens! It also helps with syncing between two or three devices.  Do NOT Clear Data! 
Settings/Apps/CandyCrush