How can I cancel a Sky Store purchase that I can't watch because I've rented the wrong format

[SkyDisplayName01]

I've just rented Trolls World Tour and by mistake selcted UHD instead of HD. I've spent £15.99 and can't watch the film. Can this be cancelled or switched to the HD version? Can't get hold of sky because they're only dealing with key workers. 

[Greenfingers001 · Accepted solution]

Hi @SkyDisplayName01  you can just delete it from the planner then go to recordings/manage/deleted and delete the uhd version forever. then you can re download the hd version. you will not be charged for the uhd version if you cant play it. 

Hope this helps

[SkyDisplayName01]

That's brilliant thanks so much @Greenfingers001 

It worked perfectly!

Thank you.

[Greenfingers001]

That's great thanks for your feedback, if you could mark my reply as a resolution to help other Sky customers with the same issue i'd appreciate it.

Stay safe

[Sabrina1986]

I've tried to delete my purchase but when I try and get the version I need it just keeps trying to play the version that I can't watch.

[mike+simmonds]

Hi @Sabrina1986 

In addition to deleting the one that's the wrong format, you also have to go to the deleted folder and delete it again out of there (I'm assuming this is a rental ? ) 

on a Q box just go to recordings / manage / deleted 

Then you will be able to start again 

If your movie is a "buy to keep"  you would need to live chat with the Skystore team. 

click on "contact us" here 

https://www.skystore.com/n/hvip/help/faq/sky-vip-welcome-gift 

[Loulovesdogs]

Hi I've rented a movie, downloaded it in UHD instead of HD 

ive seen previous post to delete the movie from both the planner and in the deleted files, so I've done this, I'm still unable to purchase the movie in the correct format, it keeps selecting the version I can't view! 

please help as this movie is £15.99 and the kids want to watch it but we don't have a uhd TV!  

[mike+simmonds]

Hi @Loulovesdogs 

What you are trying to do is correct 

You delete the movie from your recordings - then go to the manage section at the bottom of your menu - in to Deleted - then you choose "delete forever"

I've never know this not to work - but if after following the above it does not work - then try a live chat with the Skystore team 

click on - contact us 

https://www.skystore.com/n/hgst/help/faq/getting-started 

[Loulovesdogs]

Great 

for some reason third attempt worked 

thanks for your speedy reply 

[Skyviewer16]

Thank you for the feedback you gave another customer, I did ring up and whilst they did help somewhat I was unable to download the he version until I'd read the other questions and feedback. Thank you really helpful 🙂 x

[2owais]

It was Deadpool and Wolverine and I want a refund

[mike+simmonds]

Hi @2owais 

In circumstances such as these, if you've done a buy and keep on Deadpool then the only possibility I can think of is to try a livechat with the Skystore team to explain what's happened and maybe they will offer some credit or a refund. 
Here's a good link although they aren't open now till 11am Tuesday. 

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