Most of the screen on one profile non-responsive

Good day everyone,

thanks for your help in advance  

I have two profiles. This profile was recovered and it worked for maybe a few hours and then all of a sudden the only buttons I could hit are Arena and the shopping cart. Everything else is not accessible. The screen that pops up telling you to claim that day prize doesn’t even pop up for this profile. When I go to my other profile, after having to close the whole app/ force quit, everything on that profile works. This issue only affects my recovered profile.

I have contacted EA about it several times and at this point I just want my coins, gems, etc transferred to the profile that works. I don’t care about the progress but they aren’t understanding what I am asking for. 

any ideas on how to fix this. I have deleted and restarted the app. The same thing happens on the iPad and the iPhone, so it’s not a device issue. 

thanks in advance again for any suggestions or help