Pre-ordered Superman 2025 - and nothing on release day

[R6BikeMonkey]

Has anyone else pre-ordered Superman 2025 and not had it delivered? Was supposed to be out today 26th August, I still just get a pre-order page, no option to cancel it and can't re-purchase. It's just stuck. 

Can buy it on other streaming platforms but I've already been billed by Skystore for it.

[mike+simmonds]

Hi @R6BikeMonkey 

If it was the bonus edition you pre ordered, there have been a few posts confirming there is a glitch with that version and it will be available soon (hopefully Wednesday) 

[R6BikeMonkey]

Nope, just the normal version. I even had the confirmation "Settle in and press play" email, it just refuses to show anything other than pre-order with release date as the 26th and the synopsis view. Others have encountered the same apparently.

[caesarome]

@R6BikeMonkey 

You might want to get in touch with Sky Store support regarding this, they have a live chat you can use that is available from 11am-7.30pm Monday to Saturday and can be found here:

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

[JediTim]

I've wasted hours over the last couple of days trying to get this issue sorted, battling through the Kafkaesque labyrinthine maze of chatboys, dumb AI, and poor humans (always in the wrong department to actually sort anything out, but very patient and apologetic). I've tried the "live chat" option but it's always unavailable. I could make another very expensive phone call to Sky's call centre but doubt that would be any use. I just want to watch this movie - is that too much to ask after I paid £19.99 for the privilidge? 

[Damian7373]

I've had the same problem they told me it was something to do with copyright issues and it should be sorted by today, today being the 27th, I've just got home from work and it's the same problem

[mike+simmonds]

Hi @Damian7373 @JediTim 

The update I had is that this will be resolved by 28th. 

[R6BikeMonkey · Accepted solution]

I managed to call someone at Skystore support, and my order was stuck somewhere in their system in limbo, which is why I couldn't even cancel the preorder. They deleted the order from the system and I could buy it again, I hadn't been billed even though it said I had. 
Bonus and normal editions were the same price so I opted for the bonus.

Motto of the story, don't pre-order anything on Skystore. At least that way if they're having release issues and you really want to watch a title on release day you can go to another streaming service.

[Charlie+Duffield]

how do I get someone to cancel my in limbo order so I can reorder it and watch it

[caesarome]

@Charlie+Duffield 

The contact options can be found here:

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

[Charlie+Duffield]

thanks but live chat for some reason not working and no one has responded to my email thus far

[caesarome]

The live chat closes at 7.30 so I would try this again if you can tomorrow for 11am so perhaps get on it a few minutes earlier.

[Charlie+Duffield]

i meant earlier in the day the live chat wasn't working for me

[mike+simmonds]

Morning @Charlie+Duffield 

I understand Superman pre orders have been fixed now. 

[R6BikeMonkey]

I had a lot of unhelpful links posted to automated chat bots, pages that didn't exist etc.

Skys automated assistance is shockingly bad.

if you google "Skystore customer support" then you'll get a telephone number to call. Took about 10 minutes with wait time included. I'd rather post the search terms than the phone number as I wouldn't be surprised if the phone number would get taken down.