topic Re: Sky store purchase on sky q box not viewable on sky go or sky store app. in Sky Store

Sky store purchase on sky q box not viewable on sky go or sky store app.

Craigw90 — Sun, 05 Jan 2025 20:39:48 GMT

I have purchased wicked via my sky q box and I am unable to view this on my sky go or sky store app. Can anyone tell me how I can?

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

mike+simmonds — Sun, 05 Jan 2025 20:47:15 GMT

Hi @Craigw90

It depends if you have rented it or made a "buy and keep"

if you rent on your Sky Q box then you can only view it on that box

with a buy and keep, you should be able to view it on the Skystore app (if you are logged in with the same SKY ID you use for Sky Q. )

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

Craigw90 — Sun, 05 Jan 2025 20:52:00 GMT

It was a buy and keep but I am not able to see it..

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

mike+simmonds — Sun, 05 Jan 2025 20:59:41 GMT

Hi @Craigw90

With a Buy and Keep you won't be able to view it on Sky Go (it doesn't show purchased movies) but definitely you should be able to view it on the Skystore app or on the Skystore com website (as long as you are signed in )

on the website it should show under "My library"

if you are signed in can I suggest, sign out and then sign in again

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

Craigw90 — Sun, 05 Jan 2025 21:03:04 GMT

Hi,

I have tried that to no success, I purchased the movie on Friday..

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

mike+simmonds — Sun, 05 Jan 2025 21:10:04 GMT

Hmm @Craigw90

That's really odd.

if you go to the Skystore website,sign in and search exactly the same version of Wicked, (same version / bonus or non bonus/ same definition) (HD I assume) ? does it think you have bought it ?
You should see options inviting you to play it (like this photo)

DON'T buy it again by mistake of course

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

Craigw90 — Sun, 05 Jan 2025 21:30:06 GMT

Nope it gives me the option to buy it.. very confused right now.

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

caesarome — Sun, 05 Jan 2025 21:40:51 GMT

@Craigw90

Can you view your other Buy and Keep purchases on the app ?

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

Craigw90 — Sun, 05 Jan 2025 21:45:47 GMT

Yes I can view them all..

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

caesarome — Sun, 05 Jan 2025 21:48:41 GMT

All I can suggest you do is to contact the Sky Store support team about this as hopefully they can sort this for you.

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: Sky store purchase on sky q box not viewable on sky go or sky store app.

mike+simmonds — Sun, 05 Jan 2025 22:49:42 GMT

Hi @Craigw90

Do follow the advice from @caesarome but just wanted to ask, is there any chance at all that by mistake you rented Wicked rather than bought it on your box ?

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

Craigw90 — Mon, 06 Jan 2025 00:00:29 GMT

I 100% bought the bonus feature version.

Re: Sky store purchase on sky q box not viewable on sky go or sky store app.

mike+simmonds — Mon, 06 Jan 2025 00:34:55 GMT

Thanks for confirming @Craigw90

The Skystore team is open at 11am and as @caesarome suggests, they should be able to advise you what's going on. Very weird though

if you get an answer, would you mind posting back to say what the resolution is.

good luck