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Discussion topic: Store purchases missing

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This message was authored by Natalie57 This message was authored by: Natalie57

Store purchases missing

Can anyone help me with missing purchases from sky store? I bought a movie via Sky Q to find it not listed in my library when I try to view it via my tablet. The same is true of a movie I have bought on my tablet- it is not in my Sky Q library. Doh!

it used to be the case that however you bought a digital film (either on tablet or through the telly) it was available on all platforms. What's happened?

I tried ringing Sky for help and they said they would link my account to my telly and devices and this would work, but it hasn't. Anyone know of or experienced this problem? Any clues to how to fix it? Thanks


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Natalie57
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This message was authored by Natalie57 This message was authored by: Natalie57 Answer

Re: Store purchases missing

Thanks so much for all your replies. I tried all the tips you kindly sent me, going through purchase steps again, rebooting etc, sending to the box etc but in the end I had to contact sky live chat. Forget the sky auto bot for help you just go round and round in circles. Anyway, thanks for the direct link to live chat! Got the problem sorted. It seems that the film boxes I bought on my tablet (Deep Bkue Sea 1-3 and The Meg 1&2) has had this problem for lots of other customers. Sky says its aware of the issue and is trying to get it sorted, so watch this space (not holding my breath). As for the other films (2013 & The Day After Tomorrow) Sky told me that there was a glitch, but this time a happy one. While they remain locked on my Sky Q and never be available to my devices, it's k my because Sky hasn't registered them as purchases so they are free. Can't complain at that. Please mess up like this again Sky ha ha ha!  So yes problems aren't really FIXED but at least I have answers. Thanks everybody x

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This message was authored by caesarome This message was authored by: caesarome

Re: Store purchases missing

Posted by a Superuser, not a Sky employee. Find out more

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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This message was authored by mike+simmonds This message was authored by: mike+simmonds

Re: Store purchases missing

Posted by a Superuser, not a Sky employee. Find out more

Hi @Natalie57 

 

For the movie which won't appear on your tablet - assuming it was a buy and keep - what happens if you search the identical movie (format and version) on your tablet 

 

Do you see it looking like this ? Try downloading it as long as it doesn't try to charge you. 

IMG_9152.png

 As for not seeing an online movie on your Sky Q box. Try searching it online and "send to box "

 

or

 

search for the movie on your Q box and select it again as long as it's not trying to charge you. 


For buy and keep movies - nothing has changed in terms of being able to view movies on both platforms. 

very very occasionally there may be a licencing issue which gets in the way of being able to view on both, we have seen that - but it's very rare. 

which movies by the way ? 

 


Sky customer since 1989.
Sky Q 2TB main box
LG CX6LA from 2020

Have a look at Sky Store – A quick guide for users


Have a look at Maximising the sound quality of your Sky Soundbox

Natalie57
Topic Author
This message was authored by Natalie57 This message was authored by: Natalie57 Answer

Re: Store purchases missing

Thanks so much for all your replies. I tried all the tips you kindly sent me, going through purchase steps again, rebooting etc, sending to the box etc but in the end I had to contact sky live chat. Forget the sky auto bot for help you just go round and round in circles. Anyway, thanks for the direct link to live chat! Got the problem sorted. It seems that the film boxes I bought on my tablet (Deep Bkue Sea 1-3 and The Meg 1&2) has had this problem for lots of other customers. Sky says its aware of the issue and is trying to get it sorted, so watch this space (not holding my breath). As for the other films (2013 & The Day After Tomorrow) Sky told me that there was a glitch, but this time a happy one. While they remain locked on my Sky Q and never be available to my devices, it's k my because Sky hasn't registered them as purchases so they are free. Can't complain at that. Please mess up like this again Sky ha ha ha!  So yes problems aren't really FIXED but at least I have answers. Thanks everybody x

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