Level 13 reward not received

Product: EA SPORTS FC 25
Platform:PlayStation 5
Please specify your platform model. Sony PlayStation 5
What is your Gamertag/PSN ID/Switch ID?
Which mode has this happened in? Ultimate Team™
Which part of the mode? Squad Battles
Can you tell us the date (MM/DD/YYYY) that you saw the bug? November 8 2025
What time did you see the bug? (HH:MM AM/PM) 4:25pm
What is your time zone? VST - GMT + 7:00
How often does the bug occur? Occasionally (10% - 49%)
Steps: How can we find the bug ourselves? Claimed level 13 season pass reward but never received the actual reward
What happens when the bug occurs? No rewards were received
What should be happening instead? Pack should be available in the store after claiming the reward

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I completed level 13 of the season pass in ultimate team, claimed the reward but never received it.