Sky Go issue - my device needs to authorised

[FinolaHayes]

Hi

For some reason, when I try to watch on demand on Sky Go app (version 23.9) on my iPad and iPhone  I get this message on both devices  'sorry, something went wrong. Your device  needs to be authorised. Pease ensure it's connected to the internet and try again. '

They're both connected to the internet (all other apps work fine)

I've tried signing out, deleting the app on both devices and reinstalling 

I've tried removing both devices from device management in the app settings

They're not connecting via VPN (VPN not connected)

My username, email address and passwords are all correct so it's not them

Yesterday, I spent over an hour troubleshooting with Sky Customer Services and they couldn't get it to work. They suggested I call again today !

Anyone else have the same problem and have any tips to resolve before I call Sky again today?

[caesarome]

@FinolaHayes 

To see if they can help you I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can.
This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to FinolaHayes.