I've had similar problems in the past with Fuji's promotions claim site. The process seems to be run by some outside organisation, but when I had problems they responded well to my email and let me simply email them the relevant forms and info. There is an email address in the Terms and Conditions for the current (Winter 2018) promotion, as follows. Don't worry if you haven't managed to get the Claim ID etc: just email them and tell them the problem. I hope this helps. Good luck!
16. Email address for correspondence is fujifilm@promotion-support.com; please provide your unique Claim ID supplied during the claim process with any correspondence. Further details can be found on Support page.
