Rented or purchased movie won't show up in the app

Symptoms

• Movie you paid for isn't in your library
• Purchase confirmation email exists but the title isn't playable
• Title shows as available to buy again despite already owning it
• Different behavior between the app and the website

Likely causes

• CommonSigned into the wrong account or profilePurchases are tied to the specific account and sometimes profile used at checkout.
• CommonPurchase made through a different platform/store (e.g., bought via web but checking a TV app)Some purchases only sync after logging into the matching storefront.
• PossibleApp needs a refresh or restart to sync recent purchasesThere can be a short delay before a purchase appears across all devices.
• PossiblePayment didn't fully process despite a confirmation screenA failed background charge can leave a phantom 'purchase' that never completed.
• Less commonRegional restriction preventing the purchased title from displayingTraveling or VPN use can hide content tied to your home region.

What to do

1. Confirm you're signed into the exact account and profile used to make the purchase.
2. Check your email for a purchase confirmation and note which platform or store it was made through.
3. Log out and back into the app to force a sync of recent purchases.
4. Check your purchase history on the streaming service's website, which is often more reliable than the app.
5. Restart the streaming device or app.
6. Turn off any VPN and confirm your account region matches where you made the purchase.
7. If the purchase confirmation exists but the title still won't appear after 24 hours, contact the streaming service's billing support.

When to call a pro

If a confirmed purchase never appears after a day, contact the streaming service's customer support with your receipt.

Safety