[quote]he opened the game, activated crossplay[/quote]
If he got past the title screen - the passes were applied to their PS characters.
Have them go here: https://help.bungie.net/hc/en-us/articles/360049497351-Contact-Form-Missing-Eververse-Item-or-Add-On-Items and fill in the form linked at the bottom.
Whether Bungie will apply the passes/dungeon key is done at the reps discretion but they've been fairly good at applying passes in cases like this.
Tickets are answered in the order they are received - during business hours monday->friday, they wont be handled overnight/over the weekend. They are fairly quick in situations like this to reply but they are a small team.
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Oh I see... I will send him this, maybe he can find a solution with your answer, thanks a lot :)