Latest customer service info, just ended:
"[My name], thank you for waiting. I’ve checked your account thoroughly, You did preorder the pack on August 08, 2025, but the preorder bonus items were not added to your account because: The preorder bonus entitlement was never attached to your purchase on EA’s system. Even though you pre‑ordered before the deadline, the system shows:
Main Expansion Pack: ACTIVE Preorder Bonus Entitlement: NOT FOUND / NOT GRANTED
This means the preorder rewards did not link to your order at the time of purchase, which is why they are not appearing in your game.
This usually occurs when:
The preorder bonus was not bundled correctly by the system at purchase time, OR The entitlement failed to sync on EA’s backend, OR The preorder promo was not associated with the specific purchase ID (rare, but happens)."
And now I just have to wait again for:
"So rest assured your report has been logged for investigation. If this is a known or emerging issue, updates will appear in-game."
Obviously, this is not a solution. It is the same answer I was given the time prior, just with more words. Any help?
I just found the pond item by searching for "pond" in the search bar. Other than that, I don't know.
Alas, no. I tried hidden objects and debug objects, too. Thanks, though!
Community ManagerHi there achlyskeres
If you still haven't received the preorder content, that extra content would need to be manually added to your account. This isn't something we can do for you over the forums as we don't have access to your account or billing details, but live support can take another look for you and grant that content if you purchased the pack within the time-frame.
Please submit a brand new help request here to speak with live support again on this, I'd also recommend attaching this forum conversation when you reach out there so the team has additional info to reference on this.
I've spoken with live support at least 4 times about this exact issue. They have all promised it will be fixed or forwarded to someone else. I still don't have my items. Furthermore, I was told specifically by live support to post here to see if anyone else has found a fix.
