topic Re: Sky store in Sky Store

Sky store

B09 — Sun, 03 Dec 2023 15:03:09 GMT

Hi I purchased a movie from sky store two days ago, just sat down to watch and it's gone from my recordings. It was in my recordings this morning? Can you help?

Re: Sky store

caesarome — Sun, 03 Dec 2023 16:21:22 GMT

@B09

Was it a rented film or a Buy and Keep one, if a rented film have you previously viewed it ?

Re: Sky store

B09 — Sun, 03 Dec 2023 16:50:52 GMT

It was rented and I was half way through the film.

Re: Sky store

caesarome — Sun, 03 Dec 2023 17:02:01 GMT

When you rent a film and start watching it from that point you have 48 hours to continue watching the film or as you have discovered it is auto deleted meaning you would have to rent and pay for it again.

Re: Sky store

B09 — Sun, 03 Dec 2023 17:04:17 GMT

That's not right or fair as it says you have 7 days to start watching. It says nothing about watching within 48 hours.

Re: Sky store

caesarome — Sun, 03 Dec 2023 17:09:14 GMT

You are correct in that you have 7 days to start watching the film but when you do it changes to 48 hours as you can see here:

https://www.skystore.com/n/frrd/help/faq/my-orders

How long do I have to watch a movie I rent?

When you rent a movie at skystore.com or on a compatible device, you have 30 days to press play. Once you start watching, it's yours to play and pause for 48 hours.

Re: Sky store

B09 — Sun, 03 Dec 2023 18:01:31 GMT

How can I get this back on my planner without paying again?

Re: Sky store

mike+simmonds — Sun, 03 Dec 2023 18:02:51 GMT

What you could try in the morning @B09 is contact the Skystore team (they open at 11am) explain to them what has happened and ask if they will allow you an additional free goodwill rental.

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

If you try - let us know how you get on

The 48 hour thing is something that regular renters know about - but it easy to miss if you are not aware of it.

It even applies if you view just a few seconds of a rented movie.

Hope they are helpful

Re: Sky store

caesarome — Sun, 03 Dec 2023 19:27:59 GMT

@B09 wrote:

How can I get this back on my planner without paying again?

If the Sky Store team will not help you then you will have to rent and pay for it again.