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The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

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rise of the guardians missing from my account

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    #1

    rise of the guardians missing from my account

    I seen rise of the guardians on sale and it shows I don't own it, I searched my movies and couldn't find it, I redeemed it back in the middle of march, paramount uv shows it there but nowhere else like vudu, flixster, uv, sony, cinemanow, m2go... anybody else have this issue?
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    #2
    Re: rise of the guardians missing from my account

    I don't own that movie, but I have seen people on other sites saying that it and Dreamworks' Puss In Boots have disappeared from their accounts. I have Puss In Boots and it is currently missing, but it is still in my UV locker. I put in a support ticket the other day, but I haven't heard anything yet. I know support is really busy, so I'm not worrying about it. Anyways, apparently the issue is widespread and Vudu is probably aware of it.

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      #3
      Re: rise of the guardians missing from my account

      Originally posted by dunham44 View Post
      I seen rise of the guardians on sale and it shows I don't own it, I searched my movies and couldn't find it, I redeemed it back in the middle of march, paramount uv shows it there but nowhere else like vudu, flixster, uv, sony, cinemanow, m2go... anybody else have this issue?
      Nope, mine is still resident in my titles and owned HDX. Have you tried a search function in your browser to see if you still own it in VUDU. There is a known issue with some devices that not all of the titles show up due to an incompatible audio encoding. Roku is short 19 of my titles, which do show up on my computer and other devices, all apparently due to the incompatible audio encoding.

      Edit - Puss & Boots still shows up as well, for some reason if this is a Dreamworks issue instead of the issue above, it has (knock on wood) not impacted me.

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        #4
        Re: rise of the guardians missing from my account

        Mine is gone as well as Puss in Boots, Kung Fu Panda 2, and Madagascar 3. I really wish Customer Service would have told me this was a known issue before I paid to add the movies again via D2D

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          #5
          Re: rise of the guardians missing from my account

          Originally posted by dunham44 View Post
          I seen rise of the guardians on sale and it shows I don't own it, I searched my movies and couldn't find it, I redeemed it back in the middle of march, paramount uv shows it there but nowhere else like vudu, flixster, uv, sony, cinemanow, m2go... anybody else have this issue?
          Hi Dunham,

          Dreamworks updated the ALID for this movie, so we had to update it in our system. The ALID may have not been updated with the other retailers you link to your UV account, yet. I know it's not a great support experience, but VUDU has the correct one in place.

          Comment

            #6
            Re: rise of the guardians missing from my account

            Originally posted by DanielH View Post
            Hi Dunham,

            Dreamworks updated the ALID for this movie, so we had to update it in our system. The ALID may have not been updated with the other retailers you link to your UV account, yet. I know it's not a great support experience, but VUDU has the correct one in place.
            Is that the same thing with Puss in Boots? Because I got that via Vudu and it ain't showing up now.

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              #7
              Re: rise of the guardians missing from my account

              Originally posted by YankeeGator6 View Post
              Is that the same thing with Puss in Boots? Because I got that via Vudu and it ain't showing up now.
              I'm not sure on that one yet. Still waiting to hear back from our team.

              Comment

                #8
                Re: rise of the guardians missing from my account

                Originally posted by YankeeGator6 View Post
                Is that the same thing with Puss in Boots? Because I got that via Vudu and it ain't showing up now.
                Just wanted to clarify. You bought it with VUDU, and it's not showing up in your VUDU library? If that's the case, could you PM me your email address.

                Comment

                  #9
                  Re: rise of the guardians missing from my account

                  Mine is missing from Vudu but shows up on CinemaNow. I've been waiting two months now for SpaceJam to be placed back into my account also. Called Vudu CS who told me to call Flixster which I did from there it got lost in the mess that is replacing ALID codes with no concern to the customer. As Im sure I'll never see those titles back in my account.

                  I'm wondering why when studios replace the ALID it's not automatically updated in everyone's account as without this website I'm sure there are tons of people with a bunch of movies who haven't realized titles are just disappearing from their accounts.

                  Comment

                    #10
                    Re: rise of the guardians missing from my account

                    Rise of the Guardians just put back on. Check your accounts.

                    Comment

                      #11
                      Re: rise of the guardians missing from my account

                      My copy is still missing.

                      I contacted VUDU and UV customer support about it. I heard from UV and after a few emails back and forth, they said the issue is on VUDU's end.

                      Like others have noted, the movie is in my UV library and on Flixster, but not VUDU.

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                        #12
                        Re: rise of the guardians missing from my account

                        Hi, I own Rise of the Guardians also and it has also disappeared from my account, I am showing that I got it on 8-31-13, how do I get it back into my account. Thanks.

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                          #13
                          Re: rise of the guardians missing from my account

                          Originally posted by bobagooch View Post
                          Hi, I own Rise of the Guardians also and it has also disappeared from my account, I am showing that I got it on 8-31-13, how do I get it back into my account. Thanks.
                          Update:

                          We're working with UV and the studio to get this resolved for everyone. We're hoping to put a long term solution in place so it won't be a reoccurring issue when something like this happens again. We don't have an ETA, but when everything is ready to go, we will post an update.
                          Last edited by DanielH; 11-25-2014, 03:15 PM.

                          Comment

                            #14
                            Re: rise of the guardians missing from my account

                            Hi, I am showing that I redeemed it here on Vudu on 8-31-13, you guys should be able to just add it back to my account? I am sure I do not have the UV code anymore. Thanks for any of your help.

                            Comment

                              #15
                              Re: rise of the guardians missing from my account

                              Originally posted by bobagooch View Post
                              Hi, I am showing that I redeemed it here on Vudu on 8-31-13, you guys should be able to just add it back to my account? I am sure I do not have the UV code anymore. Thanks for any of your help.
                              If you redeemed the movie with VUDU, it wouldn't be removed. This is only for customer that redeemed elsewhere and imported it to their VUDU account.

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