Purchased movie isn’t showing on Sky Q box , purchases . But shows in my library on sky store. Ever.

[Z+cable]

I've purchased  three movies  on sky store , but one of the titles  won't show on my sky q box purchases. But it's showing in my library on sky store web site. I've tried several times to send to box , but it won't show up on Box.  
Any ideas how to resolve this issue ? Can anyone help 

[mike+simmonds]

Hi @Z+cable 

2 quick questions so I can offer some thoughts 

The one movie you can't see on your Sky box, is it a buy to keep rather than a rental ?  

The two that do show up on your box did you buy them online or from your box ?

[Totalwar2]

I have the same problem.I had a email saying my pre-order had arrived on my sky box The unholy but there no sign of it in my purchases or recordings and says in sky store that I have not  purchased wants to charge me again when I have already paid for it.When I check sky store app on my smart tv it is there ready to watch.

[caesarome]

@Totalwar2 

I would get in touch with Sky Store support about this:

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

[Totalwar2]

Thanks I was going but looks like there some sort of fault going on with sky store

[Totalwar2]

Ok I sorted out myself if you go to the e-mail open link that says "manage my order" Then go to "Restore purchases" and press send again.

[Totalwar2]

I getting fed with this ordered pre-order movies received a email saying it's on your box ready to watch but it's not and can't find it anywhere on sky.Of course I been charge for it checked my bill.

[mike+simmonds]

Morning @Totalwar2 

There was certainly an issue for a number of customers with Quiet Place part 2 last week. Several customers (including me) reported the pre order did not convert in to a download 

In my case I had to ask the Skystore team to cancel the pre order and I then had to reorder the same movie 

I've not heard of this being widespread with other movies. 

Has it been happening a lot for you ? 

As @caesarome suggested in an earlier post it  it could be worth discussing this with the Skystore team 

Yiu can of course usually access a purchased buy and keep movie online and send it to your box. 

https://www.skystore.com/n/hlch/help/contact-us/live-chat 

[Totalwar2]

Yes last two pre-orders and on the phone with sky now.I can't even resend as it not in the list on sky store website.

[APV85]

I am having the same issue- emailed saying that my pre order for the new Conjuring movie was ready to watch. It's not showing in my sky box and on my sky store account it's showing bud I can't watch or download it. I've also got the purchase added to my next bill

[Totalwar2]

Going to have to phone sky only way to sort it out.Ask them to cancel and then restate it.

[APV85]

I have been trying to live chat for a few hours today but had no luck so will try to call tomorrow 🤞it works but been looking forward to watching it all day and I can't 

[Chloelou88]

How did you fix it haha mine just done that 

[caesarome]

If the film is a Buy and Keep one @Chloelou88 have you tried selecting it and sending it to your box ?

If you have tried this and it still doesn't appear then there is a live chat that starts at 11am each day that you can use to talk to Sky Store support about this:

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

[mike+simmonds]

If on the other hand @Chloelou88 - it was a rental you setup online - then unfortunately you can't send it to your box ? 

there are sometimes ways to view rentals on a  TV depending on the type of rental (premier / regular) and what equipment you have 

If it's a rental - could you post back to say which one