My purchased film is not in my library

[hudl2]

I was sent a code to receive a film free from Sky Store. After a great deal of difficulty, error code, "we are trying to fix message " etc., I did manage to purchase the film. The problem is that the film has not been sent to my library. Any one that's not AI able to give me an idea what to do?

[BenJoBanjo]

@hudl2 

If you log in to the Sky Store website does the film appear in your library there? 

[hudl2]

No . Its disappeared.  

[mike+simmonds]

Hi @hudl2 

If you search for the exact same movie by name  (same format / bonus/ standard etc) by name, does it show up as purchased ? 

[hudl2]

No and when I try to rebuy the movie using the offer code it tells me that I've already used this code. Frustrating 

[mike+simmonds]

There have been quite a few similar reports over the last few days @hudl2 

All I can suggest is that you live chat with the support team, try to reach a person and ask for a goodwill replacement. 

here is a link and I hope you find someone helpful on the chat 

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

[hudl2]

Thanks I'm actually messaging them now.  They are trying to resolve it.  Thanks everyone for your assistance

[hudl2]

They have given me a new code.  Fingers crossed this works