October Xbox Ultimate Game Pass items NOT at Visiphone after redeeming perk code

Reporting this bug here just in case the tech support forum is ignored: https://forum.pso2.com/topic/8579/ultimate-game-pass-october-perks-redeemed-on-microsoft-store-but-not-received-ingame

Multiple players including myself has redeemed the Xbox Ultimate perk for October 2020 for PSO2 and have NOT been able to claim the items from the Visiphone.

Expected result: Perks is redeemed from the Xbox app or Microsoft Store then in-game the items are immediately available via the campaign claim from Visiphone (you get the red "i" circle over the Visiphone and are alerted in system messages that you have items to claim). Sometimes you need to log out then back in for them to show up.

Actual result: October perk code has been redeemed and no items are available at the Visiphone. Re-logging to the game doesn't solve. Unable to redeem perk code a second time, it says it's already been redeemed. Verified the code was redeemed to the correct account. No item claim shows at Visiphone, and when I check just in case the notification is hidden no items are in any of the 3 claim categories. Other items such as the casino pass continue to be available from the claim.

Impact: 8 players reported this so far (including me)

You logging in with the steam or microsoft store version? Try logging in with the microsoft store version if you haven't already.

@RikaPSO said in October Xbox Ultimate Game Pass items NOT at Visiphone after redeeming perk code:

You logging in with the steam or microsoft store version? Try logging in with the microsoft store version if you haven't already.

Yes I logged in via Microsoft. They haven't been sent to my Visiphone. I logged in and out of Microsoft version multiple times after redeeming the code last night. I also checked today and they're not at the Visiphone. I am able to claim other rewards such as the casino pass distribution and the buster quest campaign.

First image is from the Xbox app for Windows 10, showing the perk details and that I'm unable to redeem it again. Second image is from the Microsoft account order history for the same account I sign in to for PSO2. I redeemed the perk (monthly bonus) for October to the correct account.

code_redeemed.png

code_redeemed_02.png

I'm not the only player who has reported this issue: https://forum.pso2.com/topic/8579/ultimate-game-pass-october-perks-redeemed-on-microsoft-store-but-not-received-ingame

Yeah i reported it already. Btw i play on xbox so the rewards should be avaliable already on the vision phone but nothing yet. Please open a ticket on support too

I sent a ticket too 🙂

I also put in a support ticket.

Thanks everyone who has put in a support ticket!

Bumping this because it's being asked about around reddit and in some Discord servers

that mean topic closed or that you just moving somewhere else

@OafishTooth3027 just putting it to the top of the bug forum for visibility

The support team provided me with the following response after I sent in more documentation:

The PSO2 Team (PSO2)

Oct 14, 2020, 16:27 PDT

Hello ARKS operative,

At the moment, please know that we are still investigating this issue. Due to the complexity of this issue, it could take time to thoroughly investigate. We truly apologize for the inconvenience this has caused and we ask for your patience.

We truly appreciate your support.

- The PSO2 Team

How you even claim the items? I've be trying to figure that out

I have the same issue. Claimed but not received the pack.