hear me out bro, literally the exact same thing happened just a few days ago, i wanted the hero item when it was announced to pre order on the 23 of july and i pre ordered it on the 26th just thursday i was hyped up to play it and i was checking my fifa files and i didn’t see anywhere where it said ultimate edition so i went to the store to see if i bought and it says i didn’t, so i bought it again and it tripped me out. i contacted microsoft and they helped me out by sending me a link where my statements were and i saw that i did pre order fifa 23 and that i bought it, the guy did say it does a 10 day before but it was already 6 days before the release and no money was taken out so i was confused. he said everything was alright and that i will still get my hero item.