Sky store voucher redeemed but doesn't transfer to the Q box

[Piink+Orange]

I have had two VIP Sky Store vouchers recently. I chose the first film Maverick Top gun. It shows as purchased in my tablet. It offers to transfer to my Sky Q box, confirms it is doing this. But it isn't on my Q box purchases were previous bought films are. Just done exactly the same thing today with Elvis.

Any ideas?

[caesarome]

Has the Elvis film showed up under your purchases ?

[Piink+Orange]

Yes it has

[mike+simmonds]

Hi @Piink+Orange 

On your Sky Q box -if you search for Maverick TopGun in Sky store 

Does it show as Purchased - select to watch ?

if so - that should work 

if it doesn't show as purchased - be careful not to buy it again 

[Piink+Orange]

If I log onto Sky Store on my two android devices both Elvis and Maverick are shown as purchased. However on my Sky Q they are not in my purchases. If I search for them in Sky Store they are asking for payment 🤷🏼

[mike+simmonds]

Thanks for clarifying @Piink+Orange 

When you login to your Skystore account on your android devices - and click on 

"your name" then

"my account"

is the detail of your sky account correctly setup ?

other than that - it may be worth trying a livechat with the Skystore team (opens next at 11am)

here's a link 

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

[Piink+Orange]

OK thanks I will try that.

[Piink+Orange]

For anyone else who had this issue. I contacted Sky support via chat. The problem was with my existing Sky Store profile. I had to create a new profile using another email address. They then credited back what I had spent on the two films. I bought them again via the new profile. They then downloaded onto my other devices no problem 😊