Have you tried a different Sim?
pre-teens, teens, adults and seniors can do that task
Have you tried a different phone or different neighbour?
You have the option ti skip the task for LPs
This forum is provided by EA but is designed as Player helping Player, in this case we can not do much more for you
Contact Firemonkeys support: https://help.firemonkeys.com.au/hc/en-us/requests/new or get there in game: green ... button at the bottom of the screen; Talkbubble with ?
Or contact support via FB or Twitter, links are at the bottom of the page
