Xbox game pass 404 issue

I am trying to get some official help for my son. He has Xbox game pass on his PC but whenever he tries to download any EA game he gets 404 error. I have tried to uninstall and  repair the app but nothing changes. I have noticed and I might be wrong, but it appears that he might have signed in anonymously years ago and given a username and that is now linked to his Xbox pass account. He had no password it just auto logged in. I tried to help and created a new account to get a password. This is the account I'm sending this on. However, the other account always logs in and we get the 404 error. I am totally stumped as to what the error means and whether it has anything to do with the anonymous initial account. Negotiating this forum wasn't easy so i'm hoping someone can offer some assistance no us both. It all seems very messy now.

thanks for any help!