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Problems with Sky Store and Buy & Keep

If you're having issues when using Sky Store and Buy & Keep try following the options below.

Making a purchase

  • I can't buy from Sky Store on my Sky box

    If you’re having trouble making a Sky Store purchase through your Sky box, try these three steps:

    1. Make sure your Sky box is connected to the internet:

    To make the most of Buy & Keep, you'll need to connect your Sky box to your broadband router.

    For Sky+ HD boxes: you can find step by step instructions on connecting your box in our Connect your Sky+HD box to your broadband router help guide.

    For Sky Q boxes: follow our Connecting your Sky Q box to your broadband router help article.

    If your Sky box is connected to the internet, it may be a wider issue with your broadband. Please sign into My Broadband so we can run some tests on your connection, or follow our broadband diagnostic

    2. Check your Sky box is compatible:

    Please note: all Sky Q boxes are compatible with Sky Store Buy & Keep.

    To find out if your Sky+HD box is compatible:

    1. Select services on your Sky remote.
    2. Highlight Settings and press select.
    3. Use the arrow buttons to highlight System Details and if your Sky box version number begins with 4F31 then it’s Sky Store compatible.

    If your Sky+HD box isn't compatible with Buy & Keep, you can upgrade it by visiting the Sky Shop.

    3. Reset your viewing card:

    For compatible Sky+HD boxes only, try resetting your viewing card:

    1. Switch off your Sky box by pressing the standby button on your Sky remote.
    2. Turn your Sky box off at the mains and check the power light on the box is off.
    3. Locate your viewing card and remove it from the slot. Check for any damage.

      Don't worry if you see a brown/yellow mark on the card. This is normal and won't affect the performance of the card.

    4. With the viewing card removed, switch your Sky box back on at the mains and wait for the power lights to come back on.
    5. Leave your Sky box on standby for at least three minutes.
    6. Then press sky on your Sky remote and choose a Sky channel, like 106. It can take a few minutes for features to start working again.
    7. When prompted, re-insert your Sky viewing card into your Sky box, making sure the Sky logo is facing up and the card chip is facing down. After a few moments the Sky channel will reappear.

    If you’re still having problems, please contact us.

  • I can't buy from Sky Store on my computer

    If you’re having trouble making a Sky Store purchase on your PC or Mac check that your computer is compatible.

    You can get Sky Store rentals and Buy & Keep on:

    • Windows Vista.
    • Windows 7.
    • Windows 8.
    • Windows 8.1.
    • Windows 10 - through Internet Explorer, not the Edge browser.
    • Mac OSX 10.7 (Lion).
    • Mac OSX 10.8 (Mountain Lion).
    • Mac OSX 10.9 (Mavericks).
    • Mac OSX 10.10 (Yosemite).

    You'll also need Microsoft Silverlight (5.1 or later) and one of the following browsers:

    • Internet Explorer 8 or later.
    • Mozilla Firefox 5.0 or later.
    • Safari 5.1 or later.

    If you’re still having problems please contact us.

  • I can't buy from Sky Store on my mobile or tablet

    If you’re having trouble making a purchase on the Sky Store app try these steps:

    1. Check whether your device is compatible:

    Apple iOS

    • All Apple devices running iOS 7.0 or later are compatible with the Sky Store app.

    Please note: you can’t buy or rent through the Sky Store app on Apple mobile or tablet devices, but you can do it through the skystore.com website or your compatible Sky+HD or Sky Q box.

    You can then stream Sky Store purchases on Apple mobiles or tablets through the Apple Sky Store app by signing in with your Sky iD details.

    Android

    • All Android mobiles or tablets running Android 4.0 or later are compatible with the Sky Store app.

    2. Make sure your personal details are correct:

    1. Go to skystore.com and sign in with your Sky iD username/email address and password.
    2. Hover over your username and select My account and make sure your personal details are fully up to date.

    3. Sign out of the Sky Store app and sign back in again:

    1. Open the Sky Store app on your device and tap the main menu.
    2. Tap your username.
    3. Tap Sign out then Sign out again. You’ll now be signed out of the app.
    4. Tap Sign in and enter your Sky iD username/email address and password.
    5. Tap Sign in to finish.

    4. Uninstall and re-install the Sky Store app:

    Apple iOS

    Uninstall the app:

    1. Tap and hold the Sky Store app icon until it wiggles from side to side.
    2. Tap the x icon and select Delete.

    Re-install the app:

    1. Launch the App Store.
    2. Using the search bar search for ‘Sky Store app’.
    3. Tap Get and then select Install.
      If the app’s been downloaded before the cloud icon will display instead of ‘Get’.

    4. If prompted, enter your Apple iD and iTunes password. Tap Ok.
      The app will now download and install.

    5. Sign in using your Sky iD username/email address and password.

    If you’re still having problems please contact us.


    Android

    Uninstall the app:

    1. Open the apps tray.
    2. Tap and hold the Sky Store app icon, then drag it to Uninstall.
    3. Tap OK.

    Re-install the app:

    1. Launch the Play Store.
    2. Using the search bar search for ‘Sky Store app’.
      Some Sky apps aren't available on all devices, so if the app you're looking for isn't displayed in the search results, its likely incompatible.
    3. Tap the app, then Install.
    4. If prompted, enter your Play Store password.
    5. Tap Accept. The app will now download and install.
    6. Sign in using your Sky iD username/email address and password.

    If you’re still having problems please contact us.


Credit limits

  • "You have reached your Buy & Keep credit limit"

    If you see this on screen message it means you've reached your Buy & Keep credit limit but don't worry, you can still buy movies and TV shows through the Android Sky Store app or skystore.comYou’ll need a compatible Sky+HD box or Sky Q box connected to broadband to send your purchases to your TV.

    If you'd like further assistance please contact us.

  • "Insufficient credit"

    If you see this on screen message this means you’ve reached your monthly credit limit or your viewing card doesn’t have the pay per view feature enabled. This can usually be fixed by completing a ‘callback’ on your Sky box. To do this:

    1. Check that your Sky box is connected to a broadband connection or a phone line.
    2. Press services on your Sky remote.
    3. Press 0, 0, 1, and then select to open a new setup menu.
    4. Highlight New install, and then press select.
    5. Use select to navigate through the pages. Your Sky box will tell you that a callback is in progress. Once the callback is completed, try and order the movie or event again.

    If a callback doesn’t work, please contact us for further assistance.


Order queries

  • I haven't received my DVD

    If you haven't received your DVD, you should first check whether it was available on Sky Store as an early release. Typically, your DVD will arrive within five working days of the official DVD release date.

    You can track the progress of your DVD delivery by signing into My Orders using your Sky iD username and password, or on the Sky Store app or skystore.com website.

    Track your order on the Sky Store app:

    1. Select the main menu then select your username.
    2. Select My Sky account.
    3. Select Track my order.

    Track your order on the skystore.com website:

    1. Sign in and select your username.
    2. Select My account.
    3. Select the Order Tracking tab.

    Your Buy & Keep DVD will arrive in the post within five working days of making your purchase, or if it’s available as an early release/pre-order, within five working days of the official DVD release date.

    If it's been more than five working days since the official release date and you still haven't received your DVD, please contact us for further assistance.

  • Can I cancel my order?

    If there's a problem with your purchase, please contact us for further assistance.

  • My DVD doesn't work, how do I return it?

    If there's a problem with your DVD, please contact us for further assistance.

  • "Your rental has expired"

    On your compatible Sky+ HD or Sky Q box:

    You have up to seven days to press play. Once you start watching, you’ll then have 48 hours before this will expire.

    On the Sky Store app or via skystore.com:

    You have up to 30 days to press play. Once you start watching, you’ll then have 48 hours before this will expire.


Watching or downloading

  • Slow download/won't download

     If you’re experiencing issues downloading or watching your Sky Store purchases, it may be due to a slow connection.

    We recommend a minimum speed of 5 Mbps to watch Buy & Keep in high definition (HD) quality and 2.5 Mbps in standard definition (SD) without interruptions. HD shows may take longer to download than SD.

    Download speeds will depend on your broadband connection speed and the size of the movie or TV show. However, you don’t need to wait until it's fully downloaded before you can start watching. When it's ready for you to start watching, its status will change from Downloading to Available.

    If you're a Sky Broadband customer, find out your broadband speed by visiting My Broadband and signing in with your Sky iD.

    Problems on your Sky box:

    Sometimes simply pausing a download and then selecting resume can resolve download issues.

    To pause a download on your Sky+HD box:

    1. Press tv guide on your Sky remote and select Planner and then Recordings.
    2. Select Downloading and then select Pause queue.
    3. To resume downloading, select Start download.

    To pause a download on your Sky Q box:

    1. Press Home on your Sky Q remote and select Recordings.
    2. Select Downoading and then select Pause queue.
    3. To resume downloading, select Start download.

    Alternatively try resetting your Sky box:

    1. Turn off your Sky box by pressing the standby button on your Sky remote.
    2. Unplug your box from the mains and leave it unplugged for at least 60 seconds.
    3. Plug it back in and switch it on at the mains, then wait for four minutes.
    4. Press sky on your Sky remote to turn your box back on.
    5. Return to your Planner and try recording a programme or play back a recording.

    Problems on your PC or Mac:

    If you’re having trouble downloading from Sky Store on your computer try following the steps featured near the top of the page in "I can’t buy from Sky Store on my computer".

    Problems on your mobile or tablet:

    If you’re having trouble downloading from Sky Store using the Sky Store app try following the steps featured near the top of the page in "I can’t buy from Sky Store on my mobile or tablet".

  • I can't get my Buy & Keep movie or TV show to play on my Sky+ HD box

    If your movie or TV show isn't playing and is showing as Archived in your Planner, you'll need to press the green button on your Sky remote to download it to your Sky+HD box.

    If it isn't playing but is showing as Purchased in your Planner, try restarting your Sky+HD box by following these instructions:

    1. Turn off your Sky box by pressing the standby button on your Sky remote.
    2. Unplug your box from the mains and leave it unplugged for at least 60 seconds.
    3. Plug it back in and switch it on at the mains, then wait for four minutes.
    4. Press sky on your Sky remote to turn your box back on, then return to your Planner and try to play it again.

    If this doesn't work, your download may be corrupted. Press the yellow button to archive your purchase and then press the green button to re-download it.

    You can also download your Buy & Keep purchases to your Sky+HD box individually at sky.com/restore, or through the Sky+ app on your phone if it's connected to the same wireless network as your Sky+HD box.

  • "You can only watch this movie in the UK, Republic of Ireland and the Channel Islands"

    You may see this on screen message if you try to watch a Sky Store purchase whilst abroad.

    Please note: if you download your Sky Store Buy & Keep purchases whilst still in the UK to your registered devices you’ll be able to watch them abroad. You can’t watch rented movies abroad.

    If you’re not abroad when you see this message please contact us for further assistance.

  • Why aren't the movies I have rented on my Sky box appearing on my other registered devices?

    If you're a Sky TV customer and rent a movie on your compatible Sky+HD box, you can only watch it on the Sky box you rented it on at this time.

  • Can I use AirPlay/HDMI to play my purchases on TV from my mobile or tablet?

    No, we don't support AirPlay/HDMI from the Sky Store app on mobiles or tablets.

  • "This Sky Store Rental is currently being watched on another screen"

    Due to content licensing, you can only watch a Sky Store rental on one device at a time. If you want to watch the rental on a different device, you'll need to stop watching on the current device first.


TV PIN

  • I don't know my Sky TV PIN

    If you've forgotten your PIN or haven't set one up, you can set up a new one by following these instructions:

    1. Sign in to the TV settings section of My Sky using your Sky iD and password.
    2. Under the header Your TV PIN, enter a new four-digit PIN in the New PIN field. Avoid using your date of birth or any other combination that might be easy for others to guess.
    3. Repeat the new PIN in the Confirm PIN field.
    4. Select Update security PIN.

    Don't forget: to enable you to make purchases through your TV, your Sky PIN is linked to your billing information and parental controls. Always keep it confidential. 

For further information about Sky Store and Buy & Keep see our FAQs article.