@Hmtabby
They might be referring to your Sky VIP free movie gift so when logging into the Sky Store website here if these films appear as £0.00 then you can go ahead and "purchase" one:
https://www.skystore.com/n/mvse/all-offers/sky-vip-welcome-gift
If this doesn't help then contact the Sky Store team for help, they have a live chat that runs from 11am - 7.30pm each day if that helps:
https://www.skystore.com/n/hcus/help/contact-us
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