Insurgency sandstorm Ultimate edition

Hi Matthew, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

Did you purchase the game with the same account you are using to play?

Some users have reported that the Year Passes (1-3) were granted to them after playing a match.

You can also check if there's any package that needs to be installed.

Please, follow these steps:

In My Games & apps, highlight a game (but don’t select it).

Press the Menu button on your controller, and then select Manage Game and add-ons.

Select the game tile, then select each checkbox for which items you want to install.

Select Install, to confirm the installation.

Another option is to uninstall the game and reinstall it, this should update the game licenses.

If none of these options work, the best course of action is to contact Support.

Please, look for the purchase in your Transaction History.

Sign in here: https://account.microsoft.com/billing/orders?period=AllTime&type=All

Then, copy the order number and contact Xbox Support.

Please enter this link: https://support.microsoft.com/home/contact

Then, follow these steps:

Type in your query: "Agent"

Click on Get Help.

Scroll down the page and click on Contact Support.

Select your "Other Products" and "Billing and Account Profile Questions" > Confirm.

Select "Chat with a support agent in your web browser" > Confirm > Start Chat.

I hope this helps.

Source:

https://support.xbox.com/help/games-apps/my-games-apps/view-downloadable-content

Is the problem only confined to Insurgency: Sandstorm game?

Right nos is insurgency sandstorm, ori and the will of the wisps

The missing Pre-Order DLC is a known issue which they are working on resolving. This was their response to a Tweet from a User asking the same question:

"this is a known issue that we are working hard to try and address. We appreciate your patience."

https://twitter.com/daintyfawn6026/status/1444350869223485443

Here's their Twitter in case there's any updates:

https://twitter.com/InsurgencyGame?lang=en

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Grahdou38, try first uninstalling the game, reset the console keeping games and Apps and reinstall the game to see if after these procedures the Add-ons appear.

Press the Xbox button to open the panel.

Select system > Settings > System > Console Information

Select Reset console.

Restore and maintain my games and apps.

Rest assured, you won't miss games or saves

Note:

-You need to know the email and passwords of your accounts when performing this reset.

However, if the problem persists the best way to get help would be with Focus Home Interactive support

https://support.focus-home.com/hc/en-us

Regards,