Thanks for all of your responses - the information has allowed us to identify how and why this issue has occurred. We have been working to identify all affected users and resolve this issue. This has only affected a group of Xbox digital pre-order customers.
Working alongside Microsoft, we believe we now have a solution in place. We will provide more information when we have a specific date. Please be assured that we are treating this issue as a top priority and we hope to resolve it as soon as we can. We sincerely apologise and many thanks for the patience you have shown.
Please use the below link should you be experiencing any other issues. The right channels are below:
Dan, please be patient and let me know in 24 hours, as there is a lot of messages going out.
I've added the link for users who are still experiencing issues unrelated to the Xbox pre-order in the recommended on this thread. Please click onto that and contact email@example.com, who will be able to work with you on your issues.