Created a new character, clicked on loyalty awards and nothing appeared in inventory where it has always appeared since I returned to the game recently. Relogged and tried again but was told I already had it. Checked /claim but it wasn't there. Did not check mail since there is no mailbox at the beach where I began life.
Deleted and rerolled - same result. Deleted and rerolled different class and name - same result.
Conclusion since it worked repeatedly yesterday as I tried out various classes - the downtime today broke the loyalty system.
I know we are in maintenance mode but I hope maintenance includes fixing bugs like this.
By the way /claim did work the item I /claimed appeared in inventory. For each of the three toonlets I used to try and get loyalty to work.