@Nicola222
As you haven't said what is happening can we guess that you are seeing a "you can not download" or insufficient credit" message, if it is either of these then you will need to get in touch with Sky store support, 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
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