Pre order movie missing

[Jen+Boyle]

Hi all, 

Ordered Aftersun a few weeks ago on pre-order in the sky store through my sky box. Got an email pay week (3rd Feb) to say it was available. Didn't get a chance to sit down to watch it until today... but I can't find it. Not in my downloads, not anywhere in the planner. Logged into the app to see if I could "send to box" but no sign of the movie there either. I've been billed for it. And if I search for the title, it'll allow me to try and buy it again (which obviously I'm not going to). Any ideas? Thanks in advance.

[caesarome]

As this is a Buy and Keep title then you should not be charged for it again if you go through the process to order it again so it might be worth seeing if you can do this as it should appear as £0.00 if you have already paid for it. If it doesn't then I would get in touch with Sky Store support regarding this, they have a live chat you can use that is available from 11am-7.30pm each day and can be found here:

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

[Jen+Boyle]

Thank you for your reply and help. I contacted Sky, who couldn't shed much light on the issue either. But I was advised to attempt to "buy" the movie again in the Store, in the hopes that it would trigger the download and I wouldn't be charged again. When I attempted this, the Sky Store gave me an error message and wouldn't allow it. In the end, I opted for the "rent" button and the download occurred. I haven't yet incurred an additional charge on my bill, but will keep an eye on it. Obviously the movie will delete from my drive in a few days but I'm not bothered by that this time. So in short, not resolved!