I have the pre-ordered version of destiny 2 with the pre load content installed which consists of the coldheart rifle and kill-tracker ghost. I have passed level 20 and have completed the campaign, but I am unable to receive the pre order weapons...
Destiny 2 on Xbox One
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If it's a digital copy it you only get the reward on the account that purchased the game. If you are using the account that purchased it then check similar posts the mentors and cosmo have commented on with a trouble shoot page