topic Re: Can't make purchases on sky store in Sky Store

Can't make purchases on sky store

Shea — Fri, 29 Sep 2023 16:41:09 GMT

I'm unable to purchase or rent movies on my sky store

Re: Can't make purchases on sky store

mike+simmonds — Fri, 29 Sep 2023 16:50:16 GMT

Almost always this just means that the Skystore team need to activate your account for purchases. To request this the easiest way would be to contact them using livechat.

should be open now and till 7.30pm

here is a good link

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

Re: Can't make purchases on sky store

Thomasoc — Mon, 15 Jan 2024 22:26:11 GMT

I thought it was just me, despite purchasing almost 1000 movies and paying all my bills ahead of time, suddenly I am told that I reached my account limit, that is incorrect.

This started with me in September, looks like your issue started around that time too.

I believe a defective softwear update on their system may have caused this.

To date sky have not been able to rectify this issue for me, despite approx 22 attempts.

Re: Can't make purchases on sky store

mike+simmonds — Tue, 16 Jan 2024 00:06:22 GMT

Hi @Thomasoc

On the forum we read of this issue just about every day. It's not only to do with whether or not you pay your bill. It seems to be down to a credit limit held on a customer's Skystore account and then one of two things.

either the limit is reached (or has never been set) and the Skystore system is trying to protect people from spending more than a set amount without agreeing a credit limit

or - sometimes we hear of -

a credit limit seems to have been reset to zero

in my experience these are routinely fixed by the specialist Skystore team on the link below (livechat next opens at 11am)

What happens when you chat with that team ?

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

Re: Can't make purchases on sky store

Thomasoc — Tue, 16 Jan 2024 06:50:10 GMT

Sky have attempted to fix this issue approx 22 times.

They have reset the credit limit at least 20 times.

Everything you suggest, they have done.

Re: Can't make purchases on sky store

mike+simmonds — Tue, 16 Jan 2024 09:41:41 GMT

That's so odd to hear @Thomasoc

which part of the Skystore team have been involved? Is it livechat or phone you've been using ?

Some of us on here have an option to escalate posts like yours where the attempts to resolve have been so unsatisfactory. I've escalated yours and hopefully Sky will contact you directly on this forum. A coloured speech bubble will (all being well) appear inviting you to a private chat

hooe that happens and they finally get it resolved.

Re: Can't make purchases on sky store

Mr+Flibbles+86 — Tue, 16 Jan 2024 10:27:28 GMT

Thanks for escalating this. We’ve sent an invite to @Thomasoc to chat.

Re: Can't make purchases on sky store

Lisa-P1987 — Thu, 18 Jan 2024 16:27:39 GMT

Thanks for chatting to us @Thomasoc . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Can't make purchases on sky store

Thomasoc — Tue, 23 Jan 2024 23:17:42 GMT

We never talked at all, you never responded.

What going on with my account, this crap has been happening for 5 months.

Re: Can't make purchases on sky store

KevNewMedia — Wed, 24 Jan 2024 07:43:10 GMT

Hi @Thomasoc

Thanks for using the Sky Community.

I've re-escalated your post to our Community Messaging team, and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Can't make purchases on sky store

Greenfingers001 — Wed, 24 Jan 2024 09:08:13 GMT

Thanks for escalating this. We’ve sent @Thomasoc an invite to chat.

Re: Can't make purchases on sky store

Mr+Flibbles+86 — Fri, 26 Jan 2024 09:17:52 GMT

We are still looking to help you @Thomasoc. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks