Hello
be sure the name is spelled exactly like you spelled it on the initial reservation this includes middle names. remember travel funds can only be used by the person who's name was on the ticket for example if I booked my mother a ticket and she had to cancel I can't use the funds on me. Also be sure to check the expiration date as the funds are only usable up to a year from the original purtchase date to check on the expiration date and see what funds exist on the confirmation number please visit this site
https://www.southwest.com/flight/travel-funds-search.html
if you still can't get it to work or need some more help I recommend you give Southwest a call at 1800-435-9792 and someone will be able to help you
happy Travels
Blake
