[Issue] Cannot access any characters from Definitive Edition on Win10

Hello. My son has bought KI:DE and he cannot access any character other than the free one nor this forums (that’s why I’m writing this.) He’s 17 and the game is 16+ so I guess age isn’t a problem there. All the DE contents are under “Doesn’t work on this device” in the library. He’s Xbox gamertag is Ditex89. How to solve this problem?