My need

i cannot access my 10 hour trail for need for speed heat. I have an ea access account with payed subscription.

I have tried to download the game from the EA access app, I which when I click install it says "download error repair and retry" so I went to the Xbox live store and downloaded the trail from there, and now my Xbox asks me "do I own this game or app". 

Really disappointed with the EA access service as I have no way of getting a quick and direct response to my fairly unique situation.

EA get a helpline, this online bs is terrible and vague.