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
