I've done all tasks but didn't receive the prize

which house?

Sim Springs have a total of 16 house templates as rewards

it is not in the home template tabs (free)?

if you are not currently building something, tap an empty lot

it should be in either real estate homes tab or driveway homes tab

No it's not there but not just that I just saw that The other house that I had as a previous prize has disappeared, I don't know if it is due to the update or some other problem but here I leave the images and my game information just in case.

Thanks 

[SalixCat - Removed screenshot that shows Player ID. This is considered private info - please don't share private info on Answers HQ since these boards are publicly visible.] 

still not sure which template you're referring to

maybe support can figure out which template is missing

This forum is provided by EA but is designed as Player helping Player, in this case we can not do much for you

Contact support: Get there in game: green ... button at the bottom of the screen; info > online support
Or use the web https://help.ea.com/en/help-top-issues/?product=the-sims-freeplay
Or contact support via FB or Twitter, links are at the bottom of the page

I can't find anyone to help me directly, they just give me the typical "is this your problem? Here's how to solve it" but it doesn't solve anything for me because my problem seems to be very specific.

The house I refer to as a prize are the cactus cave and forest flat.

These problems used to happen to me a year ago but I always contacted someone directly from the team and they solved it quickly now every time I want to access the online help it just sends me to the website and no one directly from the team helps me, if you can please tell me how to talk to some staff who can help me please .

Thanks 

follow the link in my previous reply

click on

im looking for something i earned

there is a chat option

that is all i can do if you dont have the templates in the driveway homes tab when you tap on an empty lot (you cant see them if youre building something on another lo)

I think when you fall behind days the grand prize ( the house) is off the table. I've missed out on several houses.