Unfortunately this is an issue we can't help you fix from the forums.
Please use the following link to send in a ticket and get help from EA mobile advisors: https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
Thanks, I started off down that route, but no luck - their best solution was to play the game on another device! I thought reporting it as a bug was the best next step. It seems like it could be a bug as someone else also posted the same thing: https://answers.ea.com/t5/Bug-Reports/Sims-mobile-presents-not-working/m-p/11115953#M21101
The outcome of my ticket with https://help.ea.com/en/contact-us/new/?product=the-sims-mobile
"It seems to be a bug and I would suggest you to post the query on our forum which answer.ea.com for the developer to see. They'll will look into it and try to resolve it as soon as possible."
