topic Re: Movie I purchased to rent has disappeared in Sky Store

Movie I purchased to rent has disappeared

PJB09 — Sat, 13 Aug 2022 09:32:47 GMT

Purchased a film on sky store on weds and now it's disappeared and not in my purchased

Re: Movie I purchased to rent has disappeared

mike+simmonds — Sat, 13 Aug 2022 09:54:39 GMT

Morning @PJB09

Is this a buy and keep movie or a rental ?

If buy and keep - do you see it if you look at your library online ?

https://www.skystore.com/

If so you can send it from there to your Sky box

If it was a rental - did you watch any of it ? If so it would self delete after 48 hours

Re: Movie I purchased to rent has disappeared

PJB09 — Sat, 13 Aug 2022 10:24:48 GMT

It was rental until Wednesday 17th Aug and yes we had watched some of it

Re: Movie I purchased to rent has disappeared

mike+simmonds — Sat, 13 Aug 2022 10:54:21 GMT

Hi @PJB09

That's annoying for you. Even though you have a week to start watching - as soon as you press play - a different 48 hour "window" opens and the end of that is when your rental runs out

in these circumstances it might be worth you trying a livechat with the Skystore team to see if they will do anything for goodwill. Maybe ask them for a free repeat rental of the same movie.

They are open from 11am to 7.30pm every day - and should be there now

hoping they are helpful - good luck

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

Re: Movie I purchased to rent has disappeared

SDHD — Sat, 20 Jan 2024 22:58:15 GMT

I rented a movie started watching it this morning. Was going to finish it tonight but it has disappeared of my Sky Q box. That is certainly less than 48 hours! Not impressed hopey money will be refunded.

Re: Movie I purchased to rent has disappeared

mike+simmonds — Sat, 20 Jan 2024 23:14:11 GMT

Hi @SDHD

I realise you mention starting watching the movie this morning.

I wonder - did you rent it this morning or earlier in the week. If a few days ago, is it possible you pressed play momentarily more than 48 hours ago ?

if so that would be the reason - even if it was momentary.

either way, my suggestion would be that you chat this through with the Skystore team and see what they can sort out for you.

I find the livechat option is usually very good - but not open now till Monday 11am. You might be able to get through by phone on Sunday but I haven't tried that myself.

This is a good contact link and I hope you get it resolved.

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