I was accepted for a refund advance but haven’t received it. why?

I was initially approved after I filed for a $500 advance and it’s been well over 48 hours since both federal and state have been accepted and no advance as of yet with a $0 balance still. In my email, I got the mass email that then said “even though you may have not been approved for a refund advance” though I took a screenshot of the $500 I was approved for after filing and it being approved. What is the problem? I seen advertised that TurboTax gives an advance an hour after being approved and of course it says “up to 48 hours”. I have my temporary card info for online purchases but that’s not working as the balance again, says it’s $0.