Season 1 ultra edition characters not working

Hey everyone i’m new to the KI forums and just wanted to see if anyone could help me out with an issue i’m having with my season 1 characters. so i got the ultra edition free with gold and as of 3 days ago i couldn’t use them at all for some reason and to make matters worse i only have access to jago. I uninstalled and reinstalled them but still nothing,contacted microsoft support and still nothing. i wanted to buy them individually but the prices are odd,sabrewulf is literally .99 and everyone else is 4.99 so what gives???