Identify the transaction you actually made
Find the rental confirmation and record the film title, purchase date and website account used. A free film offered in the Films app and a rental transaction on nfb.ca are different access records, even when both carry the NFB name.
For example, a viewer may buy a rental on a computer and then search the television application for a Purchases menu. The missing rental does not by itself mean the payment was lost. The immediate question is whether that application currently connects to the website account, rather than whether the television has enough storage or a fast connection.
Follow the documented account boundary
The current support article says the app cannot access rentals because the website-account connection is unavailable. It also describes future improvement as work in progress. A planned improvement is not a confirmed release date, so do not build tonight’s viewing around it.
Return to the official website and the rental instructions attached to the transaction. Read the title’s access conditions before starting playback, including any displayed time window. If a television session is essential, check the NFB’s current supported viewing guidance first instead of assuming any device with an NFB icon can receive this particular purchase.
Escalate with a useful purchase record
If the website also fails to show the rental, that is a separate account or transaction question. Compare the signed-in account with the confirmation and note the exact point where access stops. Avoid buying the same rental again solely because the application has no purchase entry.
A concise support request can state the film, purchase route, approximate transaction time, account email and observed website message. Share sensitive receipt identifiers only through official private support. Do not include full payment-card details. This evidence lets support distinguish a documented app limitation from a missing website entitlement, while preserving the purchase information needed to investigate the latter.
Questions about this guide
Will reinstalling the Films app restore website rentals?
The checked help describes an unavailable account connection, so reinstalling does not establish a supported rental route.
Does work in progress establish a launch date?
No. Use the current documented feature state until the provider confirms a change.