Platform: Xbox Series X
Game: The Sims 4
EA Account Email: REDACTED (available upon request)
Case Numbers: 207366228, 207542558
Issue Type: Bug – Missing/Unclaimable Rewards
I participated in The Sims 4 "Blast from the Past" event in April 2025 and completed all event tasks. Despite this, I was not given the option to claim the event items, even after restarting the game, switching modes, and clearing my Xbox's alternate MAC address (as suggested by EA support).
The option to claim in Live mode was shown in the beginning when I first started the event and I was able to claim the first item successfully. I left the other items until I completed all tasks and finished the event in its entirety and that is when I couldn't find a way to claim the remainder of items.
I recorded the entire event for proof. After encountering the bug, I immediately reached out to EA through chat support and the Sims 4 Discord—but got no response from the Discord team.
On April 3, 2025, I contacted EA Help and was told the issue would be reported as a bug and to wait for a fix. On May 9, 2025, I followed up and was told the case was too old and nothing could be done, even though I had reported it in time.
I was advised to post this report here to escalate the issue.
Steps Taken:
- Completed the event in Live Mode
- Restarted the game and console
- Cleared Xbox Series X Alternate MAC address
- Contacted EA Help on April 3 and May 9
- Submitted video proof (not acknowledged in follow-up)
- Asked for help via Discord, got no reply
Expected Result:
Receive the event items I earned from completing the event.
Actual Result:
No claim option appeared, no items received, and support said it was too late to help.
Attachments:
Chat transcripts with EA Help (April 3 and May 9)
Video proof available if needed
Please escalate this issue. I followed protocol and reported this promptly. Players should not be punished for bugs during timed events. 😩😭
