Re: Deck the Palms event missing in-game and can't claim rewards

Exactly as title describes despite it now being 17:32 January 3rd 2026 the final 2 rewards in Deck the Palms are still not available to me. The game simply states that the item is locked and I need to wait for the week to start, said week started yesterday and they're still not available to me I have gotten every other reward prior without issue these ones are still locked despite there no longer being any countdown timer on the event page and YES the event page is still fully available in game.

I have no mods. No CC. Both are turned off in game at the moment and I am fully online with perfectly clear connection. I even went to check if I had free access to the gallery and that was working perfectly fine. There is no issue with my computer and there is nothing that has changed with my computer (no updates, no device changes, everything is exactly the same as when I claimed all the prior rewards) everything else in game works exactly as it normally does.

Hi Lost-Tresure​ 

did you claim another batch today ? You can only claim one batch of items per day. 

Just try again if it works tomorrow.

No I have not claimed a single thing for 3 days now as I ran out of other items to get a day before these last 2 items should have been released. I still logged on all 3 days and the items still says locked despite the timer running out yesterday.

Please try the clean folder approach described here: 📓[GUIDE] Clean User Folder Approach | EA Forums - 12690428 

Thank you for all your help! I did not have a chance to see your message today before checking the game again and despite nothing being different today from the last 2 days of trying the items were suddenly available to collect. I'll keep the clean user folder in mind as something else to try if I have issues in the future.

I am really baffled why it took until the 4th for these items to be unlocked when I know other people could get them as intended on the 2nd. I logged into the game the same as always today.

As you can see in the screenshot, the event no longer shows when next items will be unlocked and available to redeem. I do not currently know if it is just a UI issue or whether I won’t be able to redeem any further items in the event - I will update in the next few days.

Either way the text that used to be there showing when the next unlocked item is available is no longer showing.

The Sims 4 Deck the Palms news article says:

‘All you need to do is log in and check the event page to find out when Jasmine is sending next.‘

I have no mods installed and the game is up to date.

Edit: I have been able to redeem the next set of rewards, so it is just a bug where the UI doesn’t show me how long until each item is available to be unlocked and redeemed. 

Hi CuriousToaster​ 

I merged your post with another thread on this.

There's no more cool downs now. You should be able to redeem all the remaining ones but only one batch per day. So if you already got one today, you'll need to check back tomorrow and then get the next  one.

Thank you so much, that’s really helpful to know.

The event started at a specific hour during the day, 9am PST, all the items released at the same time of day. If you need to catch up , a 'new day' will still start at 9 PST. Depending on your time zone this can have weird effect. For me in Europe 9am PST equals six o'clock in the evening. So the afternoon and the evening count as two separate days. I could claim one item on Friday afternoon and the next on Friday evening. But claiming one item on Friday evening meant I couldn't claim one on Saturday afternoon because for this event Friday evening and Saturday afternoon were the same day. I had to wait until 6 o'clock in the evening. Note: 6 o'clock in the evening applies to my timezone specifically. It's 9 am PST that counts. 

So just wait until 9am PST and Google what this is in your local time zone.  That's when a new day for the event starts. 

Ah, I didn't know this, it's probably the solution then. I'm EST so I'll check when the time rolls around. Thank you so much!

I have been redeeming my rewards fine when the event first started, but of course life and holidays happen. I got behind when I tried to claim items Friday it said to wait till next week. today i was able to claim a batch, but now it said the same thing the reward is locked check back once the week starts. Do you happen to know anything about what's going on. Do not want to run out of time.

I also would like to know, tbh I still don’t understand how does it work. I have 8 items or so unclaimed and locked, can I still get them? Holidays are busy… 

when time is tmrw?  midnight local, international date line, 24h since last claim-?  wish it had "You can claim __" countdown.

I think it started at the usual time at 7 pm CET (10 am PDT) so it should be that same time every day.

Thank you. I was having the same issue, but when I found your answer I was able to check my time zone, and realised I had logged in a few minutes too early. 

I repaired my game twice and it unlocked the new items. From the days previously, just turning the game on and remembering to  claim the new items is all I've done, so hopeful it works now for you.

I am also having this issue!

Hi the new event deck the palms work let me claim anything it just says reward claim failed something went wrong when trying to claim rewards and I've tried it multiple days in a row and I don't understand what's wrong with it. I use console so no mods obviously, is it a common glitch or will I just not be able to get the rewards?

I’ve been able to claim the current event rewards but suddenly it’s no longer popping up.. im a super vanilla player lol I don’t use mods or anything so idk what happened.. I do see on the side bar in the main menu, a button to “claim now” but nothing happens when I click it nothing pops up and I know I haven’t collected the most recent rewards yet… 

Hello!

I've been trying for weeks to complete the event and claim the rewards. I removed all my mods and it's the same; it keeps telling me to wait for the next week for weeks. I was only able to claim the first login rewards, everything else remains locked since mid december. How am I supposed to get the rewards when the event doesn't work? HELP

Kind regards

I'm having the same issue, except it isnt saying claim failed, it's just not letting me claim anything anymore. I managed to claim everything up until the frosty snowman magnet but even after logging in daily now, I'm not able to claim the others. 

I'm having the same issue here. Logged in and it wont let me claim anything anymore. Logged in yesterday and got nothing, logged in today and got nothing. I took my mods out and am going to try repairing my game but even with time zone issues, this doesnt make sense. I dont want to miss out on these items with only 4 days left of the event to go 

Fixed it! Apparently my husband turned some settings off for downloads/internet stuff in the game menu because for some reason the sims makes our internet lag 

doesnt work

I'm really disappointed to find out that this event is different than the previous ones & is a daily login event. I was busy over the holidays & didn't have time & now I'm going to miss out on a bunch of items. Could you please extend the event? Thank you.