I pre order a game to not even get my pre order items can I get a new code or something back. I was really looking forward to having a Coldheart. I pre ordered on the Xbox one asked Xbox support for help they said come here and bungie could help.
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Are you sure that the content is actually installed on your Xbox. I had a similar problem and then I realized that the content didn’t automatically install yet and was on the ready to install list when I went to manage game
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Are you level 20 and completed the campaign?
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Where did you preorder from? Was D2 purchased with the Xbox Live account missing the coldheart?