Unable to download free film offer

[Redeye1]

As a VIP member, I have had an email offering that I can download and watch the film.'The Lost City' from Sky for free. However, when I follow the instructions it says I do not have enough credit even though the cost is showing as £0.00. As usual you cannot get through to anybody in Sky support to help!

[BenJoBanjo]

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@Redeye1 wrote:

As a VIP member, I have had an email offering that I can download and watch the film.'The Lost City' from Sky for free. However, when I follow the instructions it says I do not have enough credit even though the cost is showing as £0.00. As usual you cannot get through to anybody in Sky support to help!

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It's a free rental of The Lost City. 
Go to the Sky Store website, login and search for the movie. It should say £0.00 as the rental cost. Select this and check out. You should then have 30 days to start watching it on your Q box. 

[Redeye1]

I have done this and I have a confirmation email from Sky confirming that I have rented this movie. However, when I go on my Sky Q box and try to download the movie, it says I have insufficient credit?

[MightyQuinn]

Hi @Redeye1   Have you set up a payment method in the Sky Store? This is required even if the cost is zero. If not, your only approach is to contact Sky.

[caesarome]

@Redeye1 

This is an issue that comes on quite often on here and can sometimes be because you account has not been set up for Sky Store purchases so 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

[Redeye1]

Thanks for the responses. I do have payment details set up, so I will try and contact Sky via chat.

[Redeye1 · Accepted solution]

Hi, yes I did have payment details set up on Sky Store.  In the end I contacted Sky Support and they sorted it for me. I think they increased my credit limit, which does seem a bit strange as the movie in question was a free download offer, but it did seem to resolve the problem.