This is the resolution I received from support:
Help
Hello,
Thank you for contacting EA. My name is Vikas, and I hope you are doing well. I will assist you with your case today.
Upon reviewing your case, I see that you are facing a problem related to Star Wars: Galaxy of Heroes. Please don't worry; I will do my best to help you with the issue.
It is working as intended. You didn’t get the 25 free shards because the 5,999 Crystal Pack was purchased before the character’s era started. The bonus shards are only granted if the pack is bought during the active era. Activating the character later doesn’t trigger the reward. Hope you can understand.
I appreciate your understanding.
As I have reviewed, our previous advisor has already shared the relevant information with you. If you experience any further issues in the future, please feel free to contact us. Thank you once again for reaching out to EA Help.
Community Manager
