Season Pass Level 40 Players Selection Not Awarded

Platform

PlayStation 5

Date of Occurrence

17/10/2025

Summary

Upon reaching Level 40 on the Season Pass and selecting specific player rewards (Rodgers and Tomori), the system incorrectly awarded packs instead of the chosen players. EA Support's backend shows that packs were selected, despite that I made sure that I was hovering on the player item and confirming.

Steps to Reproduce

Progress to Level 40 on the Season Pass
Access the reward selection screen for Level 40
Hover over and select player cards (Rodgers and Tomori) to confirm choices
Confirm the selection
Observe that packs are awarded instead of the selected players

Expected Behaviour

The system should award the two player items that were selected (Rodgers and Tomori) to the user's club after confirmation.

Actual Behaviour

The system awarded packs instead of the selected player items. EA Support's backend incorrectly shows that packs were chosen, despite me deliberately selecting and hovering over player cards to confirm their choices before finalising.

Additional Information

This issue has significantly impacted the my squad building plans, specifically a Chelsea Past and Present team build where Tomori was essential
The discrepancy between what was selected in-game and what EA's system registered suggests a potential data synchronisation issue or UI confirmation bug
I took deliberate care to hover over each player to confirm selection before proceeding

Impact

High - Irreversible reward selection that cannot be repeated; directly impacts team building and game progression

Supporting Evidence

"Thank you for waiting. You had the choice between: 2x 85+ Rare Gold Players Pack or Morgan Rogers, and 3x 84+ Rare Gold Players Pack or Fikayo Tomori. Based on the system records, it appears that the packs were selected instead of the player items. I completely understand how frustrating that can be, especially if the intention was to choose the players.

Unfortunately, once a selection is confirmed and processed, we’re unable to revert or undo the transaction. I truly wish there was a way to reverse it for you." - EA Live Chat