I am not in the IDP database

Good day. Please tell me, my daughter and I left the occupied territory of Donetsk in 2014, registered as IDPs, and received payments. Then in 2016, I bought an apartment in the Odesa region, where I still live. My payments were stopped. But now, when I came to the Social Policy department in my current city to get a certificate confirming I am an IDP, they told me that I am not in the database and they cannot find me. Then they found my personal file and said they would give me a photocopy of the IDP certificate. But because I am not in the database and they cannot find me, according to them, I do not have IDP status. How can I appeal this? It is not my fault that they did not enter me and my daughter into the IDP database when the program was being discussed on the computer, or did not digitize my documents. What should I do? Should I and my daughter have retained IDP status when purchasing an apartment in 2016?