There's nothing in the game to tell you when the Valentine's Rewards can be claimed, and they are not claimable until you quit and restart the game after the proper time.
(In case the devs were not paying attention, there is a lot of user discontent about the way this "fun" event was implemented.)
Support giving out incorrect information when you file tickets makes the situation even worse. I'd much rather have them say "I don't know" than guess. (Source: have worked in advanced tech support for multiple companies.)