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This message was authored by: Foggycat11

Insufficient credit on viewing card message on movie rental using sky q

I am not able to view a downloaded movie because sky say I have insufficient credit on my viewing card. Problem occurred after removing viewing card and putting back. The card has paired ok and I have requested call back. No go!


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This message was authored by: Lisa-P1987 Answer

Re: Insufficient credit on viewing card message on movie rental using sky q

Update - Spoken to Ashcoul, issue resolved by us resetting the purchasing limit. 🙂

Thanks

Lisa - Sky Tech Team Expert

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This message was authored by: Chloe-W22

Re: Insufficient credit on viewing card message on movie rental using sky q

Posted by a Sky employee

Hey @Foggycat11 ! Welcome to the Sky Community, click here to help get started...

 

Sorry to hear you're having an issue, this is something that needs updating in your account. I can escalate your post to one of our Community Messaging agents who will reach out and get that sorted for you here on Community 😊

 

Keep checking back here for a blue chat bubble appearing and for clarity here is some info on what our Community Messaging service is: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

 

Thanks,

Chloe-W22

Sky Community Manager

 

Have a story you want to share with us? Send your Thanks to Sky here

This message was authored by: mike+simmonds

Re: Insufficient credit on viewing card message on movie rental using sky q

Posted by a Superuser, not a Sky employee. Find out more

Hi @Foggycat11 

 

As an alternative to the suggestion from @Chloe-W22 (most of her suggestions usually do work)  if there is any delay in contact and you wanted to get it fixed quickly - this can usually be sorted out with a live chat to the Skystore team (they should be open now for another hour if you can get through )

 

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

 

It sounds like your credit limit may have  become reset to £0 and you will probably need to agree an amount with them to be registered on your account 

 


Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

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This message was authored by: dmy24

Re: Insufficient credit on viewing card message on movie rental using sky q

Thank you for escalating this. We have sent an invite to chat 🙂 

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This message was authored by: Foggycat11

Re: Insufficient credit on viewing card message on movie rental using sky q

Have had two online chats. Card limit set to £100 but the problem persists. The issue has gone up the train of command but have had no resolution yet. I think I may need a replacement card.

This message was authored by: Mr+Flibbles+86

Re: Insufficient credit on viewing card message on movie rental using sky q

Update - THis has been resolved on a private chat

This message was authored by: mike+simmonds

Re: Insufficient credit on viewing card message on movie rental using sky q

Posted by a Superuser, not a Sky employee. Find out more

@Mr+Flibbles+86 wrote:

Update - THis has been resolved on a private chat


Thanks for confirming @Mr+Flibbles+86 

 

Just to help with future similar questions  - was it a problem with the physical card or just something that needed updating at the Skystore end ? 


Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users


Have a look at Maximising the sound quality of your Sky Soundbox

This message was authored by: Mr+Flibbles+86

Re: Insufficient credit on viewing card message on movie rental using sky q

Just an update need on our side for the account settings

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This message was authored by: Foggycat11

Re: Insufficient credit on viewing card message on movie rental using sky q

After a long chat session I thought the problem was fixed. However the problem is back. I can download and watch films directly from the TV sky store but not from the sky+ app.

 

This message was authored by: caesarome

Re: Insufficient credit on viewing card message on movie rental using sky q

Posted by a Superuser, not a Sky employee. Find out more

@Foggycat11 wrote:

but not from the sky+ app.

 


If you are trying to remote download a Sky Store film via the Sky+ app what happens when you try to do this, what error message do you see ?

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This message was authored by: Foggycat11

Re: Insufficient credit on viewing card message on movie rental using sky q

At the top of the tv screen it says "the purchase cannot be completed as insufficient funds on viewing card. This is when I have used sky+ app to initiate the download.

 

 

This message was authored by: caesarome

Re: Insufficient credit on viewing card message on movie rental using sky q

Posted by a Superuser, not a Sky employee. Find out more

That is odd, can you set the same download via your box itself ?

 

If so it might be worth double checking this with Sky Store support via the live chat when it opens at 11am:

 

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

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This message was authored by: Foggycat11

Re: Insufficient credit on viewing card message on movie rental using sky q

I wanted to watch the movie The Duke wit Jim Broadbent. It appears on app but not on tv. I also wanted to view The Electrical Life of Louis Wain which appears both on tv and the app. This appears to download from eithe tv or app. When I press play I get the insufficient funds message.

 

This message was authored by: mike+simmonds

Re: Insufficient credit on viewing card message on movie rental using sky q

Posted by a Superuser, not a Sky employee. Find out more

Let us know @Foggycat11 if you got through on live chat - or if you need another private chat - let us know and we can escalate it again for you. 


Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users


Have a look at Maximising the sound quality of your Sky Soundbox

This message was authored by: Ashcoul

Re: Insufficient credit on viewing card message on movie rental using sky q

Hi @Chloe-W22 @I am having the same trouble, please could you help 😊

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