Sky Store Movie

[CRH12]

Hi, Sky gave us a free movie on the Sky store for being a diamond customer. We bought it online but as I try to send to Sky box it's not working at all in appearing in my purchases. Has anyone got any ideas please? 

[caesarome]

@CRH12 

Was it a rental or Buy and Keep purchase that you ordered as only the Buy and Keep ones can be sent to your Sky box.

[mike+simmonds]

If it was a buy and keep movie @CRH12 another thing you can try is to log in to your Skystore account on a webpage, then once you are logged in, click on "my account" and look across to the right and you will see an option to "restore purchases" 

[CRH12]

Thanks for your replies! It was a buy and keep free one but it just won't send to the sky box for some reason. I did try the restore purchases and that didn't seem to work the other day. It's strange as it's showing in my library online as I've bought it, it's in my purchases with all the others from my planner on my iPad with the option to send to box. But it will not appear on my actual skybox no matter how many times I've sent it. 

[mike+simmonds]

If you go to your Sky box @CRH12 and search for the same version of the movie by voice or by magnifying glass, does it show as purchased and allow to to choose it that way ? 

[CRH12]

Strangely enough it only gives me the option to buy it on there at full price as I tried that. So I'm unsure why it's on my library online and showing in purchases if it's showing on my sky box that I've not bought it. 

[mike+simmonds]

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@CRH12 wrote:

Strangely enough it only gives me the option to buy it on there at full price as I tried that. So I'm unsure why it's on my library online and showing in purchases if it's showing on my sky box that I've not bought it. 

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Exactly the same version @CRH12?

Not a UHD / bonus edition ?

and the same login on both ? 

[caesarome]

@CRH12 

You say planner, so do you have a Sky+ box and if so does it appear in the recordings section as mine do automatically as I have never had to send the film to my box.

[CRH12]

It's the same version (HD) and same log in as it shows all the other purchases that are on the sky box purchases alongside it, just won't send that free one to it for some reason. It's a Sky Q box, I've sometimes had to send to Sky box if I've purchased/downloaded on the Sky store web browser and it's always appeared! Just bizarre this one won't. 

[caesarome]

My question above still applies, is it already in your recordings > purchases section ?

[CRH12]

No that's where I'm trying to get it to. But it's not appearing there. 

[mike+simmonds]

As you have said @CRH12 

This is really weird. I can't recall a situation with Sky Q where an identical movie to that held online (buy and keep) appears in the Sky Q menu as chargeable. 

You have said it's an HD movie. Would you mind saying which title and which version (bonus / standard etc) 

also - just log out online and log in again and double check you are in the same SkyID for both devices (online and Sky Q)

I'm struggling to understand what's not working and why 🤔