App replacement is not a neutral step for stored viewing
Neon’s publisher help places a specific warning beside Download and Go: remove the downloads before uninstalling and reinstalling the app, or removing its device from the account. That is different from a generic suggestion to clear an application whenever playback fails. The stored titles and their account association need attention before that change.
Check the profile and download list first
The help says View My Downloads shows content downloaded or attempted on the device with the chosen profile. Open that list while the old installation is still available and identify the titles involved. If you decide to remove them, use the documented edit and deletion controls. Seeing a programme in a streaming catalogue on another screen does not prove that the old local download has been deleted or its association cleared.
Explain an already completed reinstall accurately
If you have already replaced the app and a download problem remains, tell Neon that sequence rather than repeating the same reinstall. State whether the device was also removed from the account, which profile was selected and what the download list now shows. Do not send private downloaded files to demonstrate the problem. Downloads are selected-title, mobile-app features of the stated Standard or Annual plans, not the Basic plan. This article describes the preparation warning and evidence to preserve; it does not claim that a reinstall or account change has been tested.