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Missing purchased movie

Frequent Visitor

Missing purchased movie

I purchased Rogue One last night and I cannot access the movie. I went to the area where my purchases are suppose to be and it states "There are no purchases... yet.      When you buy a movie or show on your TV, it will be available to watch here."

I went back to On Demand and clicked on Rogue One - it stated "Buy now". I looked on my account and I was charged for the movie.

I attempted to use online chat -  but that is not working either!! 

Admin1

Re: Missing purchased movie

Hi tanneii -- I can help with this purchase issue. I reviewed your account and Rogue One is showing in your purchase history. Is this purchase showing up now or are you still unable to see it?


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Frequent Visitor

Re: Missing purchased movie

Still unable to watch the movie,  not in purchases,  when I search for it,  it bring us the movie prompting me to buy it again!  

Admin1

Re: Missing purchased movie

I did a data refresh on your account. Can you see if it is showing now? If not then I will need to open a support ticket. 


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Frequent Visitor

Re: Missing purchased movie

Still not showing up in my purchases

Admin1

Re: Missing purchased movie

Thanks for checking. I've opened a support ticket for this. 


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Frequent Visitor

Re: Missing purchased movie

I have not heard anything about my purchase and I am still unable to access Rogue One?  

Admin1

Re: Missing purchased movie

I will contact our support group and get an update for you. 


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Admin1

Re: Missing purchased movie

Following up on this. Are you now able to see this movie?


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Frequent Visitor

Re: Missing purchased movie

no, but I have had two customer service people contact me,  they were not able to resolve the issue,  appeartly we purchased the movie but were never given rights to the movie,   unable to resolve so they are issuing me a refund.  

 

Thank you for your help 

Admin1

Re: Missing purchased movie

You're welcome and apologies that we couldn't get this movie to work for you. 


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