Purchased Special Offer 40 in The Sims but Didn’t Receive Items

I made a purchase of the Special Offer 40 in The Sims for R$6,00 on July 17, 2025. The payment was completed successfully via PIX.

After restarting the game, the purchased items did not appear in my storage. I’ve tried restarting again, but the issue persists.

Could someone please help me recover the items or check what went wrong?