refund advance

so i filed my taxes on january 19th it was approved the 24th understand it was before the filing period, so i was approved for the advance per when i filed, all the paperwork even states it the 19 pages i even went back to look at another year i got it and same page amount, compared to last year when i didnt get it, but still no advance why is this? why is it so hard to get info from turbo tax in regards to this what number can i call