Hi there! This is Ronnie, an independent advisor.
Nice to meet you and I hope you are having a great day!
I understand you need help with your game problem.
If I may ask, did you play this game before on a different device?
Do you have another account that you can try to load the game? Just to check if that will work as this could already be a data problem.
You can also try reinstalling the game to see if that helps.
Or you can do a reset on the console.
Let's refresh the console's system cache.
NOTE: This will remove the profiles on your console, make sure that you remember the email and password to your account.
No data or game saves will be lost doing this, everything is backed up to the cloud servers.
1. Press the Xbox button to open the guide.
2. Select Settings.
3. Select System.
4. Select Console info
5. Select Reset console.
6. Select Reset and keep my games & apps
This will also help sync the data on your console properly.
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