After looking through a few threads it looks like it's an issue where somehow the user's payment didn't go through on Microsoft's end (this is for the 2 year Entertainment for All plan). They will have to phone or chat support to speak to an advocacy agent
to help sort out the issue, but several people have reported that support have told them it will take 13 days to fix. You'll also want to have them check all of their billing information on their account to make sure everything is accurate.
You can also read through this thread: forums.xbox.com/.../1489071.aspx
I would give support a call or set up chat support directly with support.
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