unable to claim 'Welcome Home Potion Pack' on new character, new account, SkyFire

The characters are: Hehuzannh and Zlayefehiya. Chat window says 'You can't consume that item'. Skyfire, time: this morning.

First time this has happened to any character on any account.

log on second character

(1711038336)[Thu Mar 21 11:25:36 2024] Logging to 'logs/Skyfire/eq2log_Zlayefehiya.txt' is now *ON*
(1711038344)[Thu Mar 21 11:25:44 2024] You can't consume that item.

I had to activate with /log.

edit: I logged out to desktop, waited a few minutes, logged back in. No change.

in claims I now have a bonsai tree, veteran 1 week reward, welcome home starter furniture pack, kingdom of the sky, Welcome Home starter potion pack, and welcome home travel pack.

I can get all of them, except the Welcome Home Potion Pack, still says I cannot consume that item.

I added a third character via DBC, on Maj'Dul, Xeeheeha, with the same results.

tried again Friday evening, no go. I used both the menu claim and /claim.

No change. If this is the only account affected, I can just delete it.

Happening on half of my accounts. (It's not a new problem; been happening for a long time)