Missing 25 Shards

Note: this is the second ticket I've opened. The first one disappeared from the in game help after I completed all the troubleshooting in the following link:
https://help.ea.com/en/help/mobile/troubleshooting-steps-for-android/
I think either clearing my cache or reinstalling the game caused this. None the less, I'm still missing my shards and now my ticket/history is gone.


I have completed all battles in tiers 1, 2, 3 of Heir to the Light Side. I am missing 25 shards to unlock Rey. The in game support keeps giving me cookies cutter copy/paste replies which have not rectified my problem.

The following is from in game chat:
I have already followed all the steps from a troubleshooting link provided by support but my problem remains unresolved.

I just finished the last battle in tier 3 of Heir to the Light side. This means I have beaten every battle from tiers 1, 2, 3. Tiers 1, 2, 3 are the only battles which reward shards. They are supposed to reward 330 shards. I was rewarded 305 shards. There is a bug with this journey. There is NOTHING that I can do to resolve this issue. It needs to be resolved from your end. If you cannot fix this yourself, I kindly request my ticket be elevated to someone with the ability to resolve my issue. Thank you


Their reply:

I would request you to kindly go through the below mentioned troubleshooting :- https://help.ea.com/en/help/mobile/troubleshooting-steps-for-android/

Is there anyone who can assist me?