user_xka77q, Thank you for reaching out. I hope you are doing well, besides the issues with your recent purchase. I see you used the Xfinity App to make a purchase. However, this purchase wasn't available to you on the Stream App or Xumo Stream Box. That said, I can certainly see how this would be confusing. When you try to access the title on the Stream App or Xumo device, is it asking you to purchase it again? By any chance, do you have different user roles or logins on the same account?
@XfinityVianney I do not have different roles or logins. How can I check that to be 100% sure? During one of the eight or nine chat sessions or with the live person I went on the stream app on my TV and click to purchase. A QR code popped up that I scanned with my phone and it said that I already own it. I did switch a couple months ago for my cable TV box to zumo and streaming only. That may be a factor. On the Xfinity app two movies show up as purchased on my phone. On the TV Xfinity streaming app eight movies show up none of which are on my phone and on my phone show up on the TV as purchased. There's some kind of disconnect
user_xka77q, For the different roles, do you have any other folks in the home who may use their login on the Xumo device for some apps and services? Is the content missing whether you access the Stream App via Xumo, your mobile device, or the traditional web browser?
Also, I just wanted to let you know that I sent a signal now to do a general refresh on your profile and the account. Let me know if you see any changes.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
XfinityVianney
Official Employee
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2K Messages
2 days ago
Thank you for reaching out. I hope you are doing well, besides the issues with your recent purchase. I see you used the Xfinity App to make a purchase. However, this purchase wasn't available to you on the Stream App or Xumo Stream Box. That said, I can certainly see how this would be confusing. When you try to access the title on the Stream App or Xumo device, is it asking you to purchase it again? By any chance, do you have different user roles or logins on the same account?
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