Pre-order buy and keep purchase shoes in library but no option to download

[BWow]

I pre-ordered a film on Sky Store on the website. That film has now been released. The film shows in my library on my SkyQ box but when I open it, it shows the price to purchase it - no option to download.

I've gone onto the Sky Store website and sent the film to my SkyQ boxes but it's still showing with the price rather than a download option. I've tried resetting SkyQ and that hasn't made a difference either.  When I look at My Orders on Sky Store, the film is showing as 'Pending'. Any idea?

[mike+simmonds]

Morning @BWow 

Which movie - and was it any particular version  of it (bonus edition etc)

On your Sky box, is it in your purchases section ? Or just in Sky store waiting to be bought 

I'm wondering if your Sky store online account is actually linked to your Sky ID and box 

https://www.sky.com/help/articles/about-buy-and-keep-rentals 

Some further ideas here - with your online account you should see an option to "restore purchases" - which will resend to your box. If you don't see this option your online  account may not be linked to your box 

[BWow]

Thanks for the advice @mike+simmonds,

It is a film called Radioactive released yesterday (15th June) and its just a standard version [no bonus edition]. On the SkyQ box, it shows in Recordings -> Purchases but when you select the film, it shows Buy & Keep with the price [all other films I've bought say Purchased].

On Sky Store, the film shows in My Library but there is no option to download or watch. There is only a button to Send to Sky Box. When I select that, I get a popup stating that the film has been sent to all Sky Boxes and details my home address. When I look at My Orders, the film is listed but is showing as Pending. When I look at Restore Purchases, the film is listed with the option to Send Again. I've done this and it doesn't seem to be resolving the issue.

[mike+simmonds]

The Marie Curie one ! 

I know it @BWow 

I take it your box has an internet connection at the moment? You can download other stuff ?

Try power off your sky box at the mains plug for 1 minute and power on

If nothing there still, definitely don't buy it again on your box 

Try the Skystore live chat - it has been open recently 

hope you get it sorted out - I don't think it's anything you're doing wrong at your end 

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

[BWow]

@mike+simmonds 

I've contacted Sky and they've said its a glitch in the payment for that film. They've cancelled that and the other film I ordered through the Sky Store website. I'll reorder through the SkyQ box as that should be fine.

Thanks for your help, I appreciate it

[mike+simmonds]

Thanks for letting me know @BWow 

glad you got it sorted out