My sky store purchase is missing & trying to charge me again

[Hipster]

I purchased home alone 2 a few years ago & I can see it on my phone app in sky store but it's not on my sky box sky store & they are trying to charge me again ?? I have tried everything like sending it back to sky box from my phone but still not working. 

[mike+simmonds]

Hi @Hipster 

When you login to your Skystore account - do you see your Sky account showing here as linked to it ?

https://www.skystore.com/n/aacc/my-account/account 

[Hipster]

It says my phone is added as a device & I can have 4 devices in total but don't see sky q box. How do I add a device as can't see an option 

[Hipster]

I have tried restore but again not working 

[caesarome]

@Hipster 

You are looking in the wrong place so via the link posted by @mike+simmonds under "My account" do you see this:

As a Sky customer, you can manage your account at sky.com/Myaccount. For security, we'll ask you to enter your Sky iD when you sign in.

If not is there a link account option on the right of the page ?

[Hipster]

Yes I can see my account 

[mike+simmonds]

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@Hipster wrote:

Yes I can see my account 

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and you say - if you search for Home Alone 2 it's trying to charge £9.99 ?

Is your online version in HD by the way ?

if still stuck, probably best to try a live chat tomorrow (from 11am) with the Skystore support team 

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

unless @caesarome can suggest something better

hope you get to the bottom of it 

[Hipster]

Yes HD & also sometimes it's not even there it disappears