Sky store purchased preorder problem

[caesarome]

@Stuey7219 

It looks like this is slowly being fixed because as you can see from this thread where I have moved your posts to others are now saying the film is available to them now.

[mike+simmonds]

Hi @Stuey7219 

Scream (2022) is available to buy and keep now - but it's not clear yet what happens to someone who has preordered but can't download yet. 

I've asked the question on a private part of the forum to which I have access  - and if I get a reply I'll let you know what has been said. 

The Skystore livechat will be open at 11am in case I don't get a reply by then - they should be able to clarify for you. 

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

[NickNewark]

@mike+simmonds thanks for the info. 👍

[NickNewark]

Checked again this morning, the mystery continues, it now says payment failed( I have £20.00 credit on my Sky Store Account, and a valid card attached to the account) 🙄 So not sure if it's cancelled or not. 

[mike+simmonds]

Morning @Stu+stevens 

A sky employee on the private part of the forum has confirmed he thinks you are right and that you won't be charged twice. 👍

[mike+simmonds]

Morning @Stuey7219 

On a private part of the forum a Sky employee has said that a customer won't be charged twice if they re purchase from Sky the same movie as a failed preorder 

(I assume that refers to the same version of that movie) 

[caesarome]

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@NickNewark wrote:

Checked again this morning, the mystery continues, it now says payment failed( I have £20.00 credit on my Sky Store Account, and a valid card attached to the account) 🙄 So not sure if it's cancelled or not. 

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That is odd @NickNewark , did you place the order online or via your Sky box ?

[mike+simmonds]

The same thing happened to me @NickNewark when I bought Spider-man no way home (from the Skystore online)

The preorder failed as my card was declined. I spoke to Skystore who told me they had been experiencing an issue with cards. They told me to re enter my card details (the same card) which then worked fine and allowed me to re purchase. 

I think they temporarily took 10p from my account to test the card. 

[Chloe-W22]

Hey all,

Sorry for the inconvenience there but the issue should now be resolved. For any account queries I'd recommend waiting 48 hours for your bill to update and if there are any discrepancies you should contact the Sky Store team 😊

Enjoy the film!

[Stuey7219]

Still unable to watch scream 5 even though it says purchased when I go to play it the screen just says I've preordered it ???

[caesarome]

What did the Sky Store support team say about this @Stuey7219 when you contacted them, if you haven't done this today then I would try them again.

[Stuey7219]

Still says I've preordered the film but no digital copy yet even though I preordered in January ??

[Stuey7219]

 

[NickNewark]

@caesarome I ordered online specifically as I have £20.00 credit and wanted to use this to pay for it. 

[caesarome]

@Stuey7219 

You still haven't said if you have contacted them, the other option which is what others are doing is to cancel the pre-order and then place the order again as it should be available for you straight away as per any other release is.

@NickNewark 

It might be possile to cancel and then order it again as a normal order.