topic Insufficient credit on viewing card message on movie rental using sky q in Sky Store

Insufficient credit on viewing card message on movie rental using sky q

Foggycat11 — Fri, 22 Apr 2022 12:44:50 GMT

I am not able to view a downloaded movie because sky say I have insufficient credit on my viewing card. Problem occurred after removing viewing card and putting back. The card has paired ok and I have requested call back. No go!

Re: Insufficient credit on viewing card message on movie rental using sky q

Chloe-W22 — Fri, 22 Apr 2022 14:26:56 GMT

Hey @Foggycat11 ! Welcome to the Sky Community, click here to help get started...

Sorry to hear you're having an issue, this is something that needs updating in your account. I can escalate your post to one of our Community Messaging agents who will reach out and get that sorted for you here on Community 😊

Keep checking back here for a blue chat bubble appearing and for clarity here is some info on what our Community Messaging service is: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Thanks,

Re: Insufficient credit on viewing card message on movie rental using sky q

mike+simmonds — Fri, 22 Apr 2022 17:26:58 GMT

Hi @Foggycat11

As an alternative to the suggestion from @Chloe-W22 (most of her suggestions usually do work) if there is any delay in contact and you wanted to get it fixed quickly - this can usually be sorted out with a live chat to the Skystore team (they should be open now for another hour if you can get through )

https://www.skystore.com/n/hcus/help/contact-us

It sounds like your credit limit may have become reset to £0 and you will probably need to agree an amount with them to be registered on your account

Re: Insufficient credit on viewing card message on movie rental using sky q

dmy24 — Sat, 23 Apr 2022 10:35:18 GMT

Thank you for escalating this. We have sent an invite to chat 🙂

Re: Insufficient credit on viewing card message on movie rental using sky q

Foggycat11 — Sat, 23 Apr 2022 10:40:01 GMT

Have had two online chats. Card limit set to £100 but the problem persists. The issue has gone up the train of command but have had no resolution yet. I think I may need a replacement card.

Re: Insufficient credit on viewing card message on movie rental using sky q

Mr+Flibbles+86 — Sat, 23 Apr 2022 11:58:44 GMT

Update - THis has been resolved on a private chat

Re: Insufficient credit on viewing card message on movie rental using sky q

mike+simmonds — Sat, 23 Apr 2022 12:45:44 GMT

@Mr+Flibbles+86 wrote:
Update - THis has been resolved on a private chat

Thanks for confirming @Mr+Flibbles+86

Just to help with future similar questions - was it a problem with the physical card or just something that needed updating at the Skystore end ?

Re: Insufficient credit on viewing card message on movie rental using sky q

Mr+Flibbles+86 — Sat, 23 Apr 2022 12:47:26 GMT

Just an update need on our side for the account settings

Re: Insufficient credit on viewing card message on movie rental using sky q

Foggycat11 — Sun, 24 Apr 2022 07:49:55 GMT

After a long chat session I thought the problem was fixed. However the problem is back. I can download and watch films directly from the TV sky store but not from the sky+ app.

Re: Insufficient credit on viewing card message on movie rental using sky q

caesarome — Sun, 24 Apr 2022 08:44:34 GMT

@Foggycat11 wrote:

but not from the sky+ app.

If you are trying to remote download a Sky Store film via the Sky+ app what happens when you try to do this, what error message do you see ?

Re: Insufficient credit on viewing card message on movie rental using sky q

Foggycat11 — Sun, 24 Apr 2022 09:18:35 GMT

At the top of the tv screen it says "the purchase cannot be completed as insufficient funds on viewing card. This is when I have used sky+ app to initiate the download.

Re: Insufficient credit on viewing card message on movie rental using sky q

caesarome — Sun, 24 Apr 2022 09:30:47 GMT

That is odd, can you set the same download via your box itself ?

If so it might be worth double checking this with Sky Store support via the live chat when it opens at 11am:

https://www.skystore.com/help/contact-us

Re: Insufficient credit on viewing card message on movie rental using sky q

Foggycat11 — Sun, 24 Apr 2022 09:39:13 GMT

I wanted to watch the movie The Duke wit Jim Broadbent. It appears on app but not on tv. I also wanted to view The Electrical Life of Louis Wain which appears both on tv and the app. This appears to download from eithe tv or app. When I press play I get the insufficient funds message.

Re: Insufficient credit on viewing card message on movie rental using sky q

mike+simmonds — Sun, 24 Apr 2022 10:23:40 GMT

Let us know @Foggycat11 if you got through on live chat - or if you need another private chat - let us know and we can escalate it again for you.

Re: Insufficient credit on viewing card message on movie rental using sky q

Ashcoul — Wed, 29 Jun 2022 20:40:42 GMT

Hi @Chloe-W22 @I am having the same trouble, please could you help 😊

Re: Insufficient credit on viewing card message on movie rental using sky q

caesarome — Wed, 29 Jun 2022 21:26:30 GMT

As stated above @Ashcoul you will need to get in contact with Sky Store support which you can do via this link:

https://www.skystore.com/help/contact-us

The live chat starts a 11am in the morning if that helps and closes at 7.30pm.

Re: Insufficient credit on viewing card message on movie rental using sky q

dmy24 — Thu, 30 Jun 2022 09:32:49 GMT

Hi there, as mentioned you may need to speak to the Sky Store team but just in case we can help I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 🙂

Re: Insufficient credit on viewing card message on movie rental using sky q

Lisa-P1987 — Sat, 02 Jul 2022 11:32:45 GMT

Update - Spoken to Ashcoul, issue resolved by us resetting the purchasing limit. 🙂

Re: Insufficient credit on viewing card message on movie rental using sky q

Maxverstappen1 — Wed, 26 Oct 2022 23:21:00 GMT

Hi I'm also having same issue because I'm trying to purchase Harry Potter and the order of the phoenix from sky store but it's saying I have insufficient credit on my viewing card

Re: Insufficient credit on viewing card message on movie rental using sky q

mike+simmonds — Thu, 27 Oct 2022 08:25:04 GMT

Just in case you missed it @Maxverstappen1 - the Skystore livechat team who open at 11am should be able to fix this for you.

if you are free at 10.55 - I find it a good way to get through - go in to the queue a few minutes early.

https://www.skystore.com/n/hcus/help/contact-us