Got this response this morning for my wife’s account
Dear Mrs. :
Please accept our sincere apologies for the inconveniences we may have caused you for not being able to respond until today the e-mail you sent us few days ago.
We correctly received your documentation. However, we are sorry to inform you that the details of your identification document do not match your Iberia Plus account information. Therefore, it is not possible for us to activate your account.
If you wish to cancel any of the tickets you bought for the promotion, as an exceptional case, you may do so without additional charges by indicating us the ticket number (which begins with 075).
Kindest regards,
Your Iberia Plus Service Center.