@StacieK
If you have been given a code then you need to use it at the Sky Store website to select a Buy and Keep film of which you can then send to your Sky box. You can not send rented films to your box.
As for the issue 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 Monday to Saturday and can be found here:
https://www.skystore.com/help/contact-us
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