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Can't create character says must purchase.

I have a player in my game and also in two friends games. No matter what game he is in, it will not allow him to create a character. It tells him he must purchase content when he tries to select species, class, and background. All 3 of us have content shared and all other players can create characters fine. I have walked him through logging out, clearing cache, logging back in. No help.   Anyone have any ideas?
1786677529
B Simon Smith
Marketplace Creator
What browser is he using?
Chrome, no extensions or anything.