Cannot connect to pubg

Hi,
No i have never used any other profile or account on this console. If that were the case it would not explain why i have been able to play it for monha without issue.
I recently purchased the season pass and that shows on purchase history and i have been able to use it no problem.

Hello Kris,

We understand that you're attempting to play PUBG on your Xbox One console, but do not see the purchase for the game within your Microsoft account.

Games do not tend to disappear from a user's library, so if the purchase is not found on your account, it may be active on another separate Microsoft account.

Have you ever setup a different account through the home console association?

Confirm this information and we'll await your reply.

Best wishes!

Xbox support have told me i need to reset my MAC adress and have given me the steps required.

i will try this evening and see if that works

If you have the purchase conformation e-mail, you can contact Microsoft Support and they should be able to help.

Hiya Kris,

Thank you for your response.

Sorry to hear the issue is still being persistent.

From the sounds of the conversation either it was:

• Game shared as posted above.
• Owned Game pass but expired.
• or bought on another account.

I recommend to contact a live support agent, so they may further look into your account.

(Since the game does not show in your order history.)

The best way to reach Live Support would be here:
Contact Support

Step 1 ----Select Xbox One

Step 2 ----Select See other options

Step 3 ----Select topic (Ex. System Update)

Step 4 ----Select "Show contact options"

Step 5 ----Select request a call from support

Hope this helps.