I too am having this problem - upgraded to a stick this week with a 2 month pass supposedly pre-loaded and have just set up and nothing!
I had this problem and used the chat line. I was told to accept the 14 day free trial and was given a code to put in to ensure I got the month pass.
Seems like a lot of people have had this problem.
Same problem here. I manage to get on to the live chat but keep getting disconnected before it’s sorted and have to start again. Very frustrating.
You need to redeem your vouchers on the app/website. Click on the person icon and click on passes and vouchers. Just redeem them there.
They are NOT preloaded as stated.