Missing Shin Hati shards

For some reason, 1st try of the Shin Hati event, didn't contain shards. 
Subsequent attempts only give mods. 
Without buying some pack containing shards, Gamer2 can't activate Shin Hati...
Allycode is: 915489746

Steps: How can we find the bug ourselves? How can we find the bug ourselves? I don't know !

Screen-recording is attached for your perusal. In it you will see that the account is missing the Shin Hati shards. 

P.S. : For some reason I was unable to post this on https://answers.ea.com/t5/Bug-Reports/bd-p/star-wars-galaxy-of-heroes-bug-report-en