topic Re: Purchased 2 movies yet not on Sky Q Box in Sky Store

Purchased 2 movies yet not on Sky Q Box

LindaBurton — Mon, 19 Aug 2024 20:22:58 GMT

Why are my movie purchases showing in sky store online but they haven’t downloaded to my SkyQ box?

Re: Purchased 2 movies yet not on Sky Q Box

oldfella — Mon, 19 Aug 2024 20:38:57 GMT

@LindaBurton wrote:

Why are my movie purchases showing in sky store online but they haven’t downloaded to my SkyQ box?

Hi @LindaBurton

Have you checked in your Q box?

Recordings - Purchases

Re: Purchased 2 movies yet not on Sky Q Box

LindaBurton — Mon, 19 Aug 2024 20:33:37 GMT

Yes, I have just checked again and they are still not available on my SkyQ box but they are visible in sky store online so what should I do as I asked for them to be sent to my Sky box

Re: Purchased 2 movies yet not on Sky Q Box

LindaBurton — Mon, 19 Aug 2024 20:38:22 GMT

Also, there is only Recordings then Purchases. Manage is a separate tab.

i read that you can try to Restore Purchases but couldn't find how to do this

Re: Purchased 2 movies yet not on Sky Q Box

oldfella — Mon, 19 Aug 2024 20:40:27 GMT

@LindaBurton wrote:

Yes, I have just checked again and they are still not available on my SkyQ box but they are visible in sky store online so what should I do as I asked for them to be sent to my Sky box

Hi @LindaBurton

Yes sorry @LindaBurton. they should be in the Purchases Tab not Manage.

First try rebooting your Q box?
To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Then check again.

Make sure you look in In Recordings - Purchases

Re: Purchased 2 movies yet not on Sky Q Box

LindaBurton — Mon, 19 Aug 2024 20:52:00 GMT

Sorry I tried that and they are still not showing under purchases

Re: Purchased 2 movies yet not on Sky Q Box

caesarome — Mon, 19 Aug 2024 21:30:28 GMT

Is your online Sky Store account linked to your Sky TV account:

Sign in at skystore.com/myaccount and go to 'My Sky TV'.
Click on 'Link My Account'.
Follow the instructions on the screen. You'll need your 12 digit Sky Account number or the account number of the bank you use to pay your Sky bill.
Click 'confirm'

Re: Purchased 2 movies yet not on Sky Q Box

LindaBurton — Mon, 19 Aug 2024 23:43:06 GMT

Thank you but under My Account I have looked and there is no My TV tab or any Link My Accounta tab?

Re: Purchased 2 movies yet not on Sky Q Box

caesarome — Tue, 20 Aug 2024 08:59:19 GMT

In that case it might already be linked @LindaBurton so I would get in touch with Sky Store support regarding this, they have a live chat you can use that is available from 11am-7.30pm Monday to Saturday and can be found here:

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

Re: Purchased 2 movies yet not on Sky Q Box

LindaBurton — Tue, 20 Aug 2024 10:14:37 GMT

Thank you I will try that

Re: Purchased 2 movies yet not on Sky Q Box

LindaBurton — Wed, 21 Aug 2024 11:44:15 GMT

Just to let you know that Sky chat resolved this issue

Thanks