topic Re: Smart Home app error in Sky Protect & Smart Home

Sky Smart Home app – unable to log in

LozzaG — Tue, 01 Sep 2026 19:52:17 GMT

I’ve just received my new Sky Smart Home doorbell and chime today but I’m completely unable to log into the Smart Home app.

Every time I try, I get “Oops! Something went wrong – There was an internal error while logging in.”

I’ve tried Wi-Fi, mobile data, another device, reinstalling the app and checked all the relevant settings on my iPhone, but nothing makes any difference.

I’ve spoken to Sky and have been given several different answers. I was initially told my Smart Home account/order was showing as “pre-active”, then told to wait for it to activate, then told I needed to cancel and reorder, and finally told there is a known glitch at Sky’s end which has been escalated and could take 8–10 days to fix.

I can see other people on here have experienced very similar login/activation problems.

Has anyone who had this exact issue actually had it resolved? If so, what did Sky have to do to fix it and how long did it take?

I really don’t want to cancel and reorder if this is simply an activation/provisioning issue at Sky’s end.

Thanks 😊

Smart home app can’t log in with my sky ID and can’t seem to link my sky ID.

Matt-2 — Mon, 27 Apr 2026 17:59:41 GMT

I bought the smart home bundle (doorbell chime cameras etc and downloaded the smart home app but when logging into with my correct sky ID which works perfectly fine with my sky app it says there is a problem. What can I do now? As I can't set up anything without using this app. Thanks

Re: Smart home app can’t log in with my sky ID and can’t seem to link my sky ID.

lettice — Tue, 28 Apr 2026 06:15:41 GMT

Have a read of this Sky help article.

There is also a 'no I still need help' button at the bottom of the article, to request help from Sky

https://www.sky.com/help/sky-smart-home-nav/sky-smart-home-account-nav/sky-smart-home-account-issues-nav/articles/sky-smart-home-account-issues

Smart Home app error

Stottie — Tue, 11 Aug 2026 11:52:49 GMT

Sky Smart Home app has signed me out and I'm now getting the error "Oops! Something went wrong" at the login screen. Reinstalled the app and still getting the error...not even able to put in my email address.

Is this just me?

Re: Smart Home app error

Highlinder — Tue, 11 Aug 2026 13:07:58 GMT

@Stottie Do you have an iPhone or and Andriod device?

Re: Smart Home app error

Stottie — Tue, 11 Aug 2026 13:51:47 GMT

Android phone running Android 16

Re: Smart Home app error

Stottie — Tue, 11 Aug 2026 14:00:16 GMT

Very odd - it doesn't do it when on a mobile connection - only my home broadband. I also don't get the same issue on the My Sky app?!?

Re: Smart Home app error

Highlinder — Tue, 11 Aug 2026 16:30:40 GMT

@Stottie On your mobile are you running private DNS at all to stop ad's? This can be checked by going into settings and in the search type DNS and you will see private DNS if it is on switch it off and try login again.

Re: Smart Home app error

Stottie — Tue, 11 Aug 2026 19:40:58 GMT

Ah. Thanks! I use UniFi ad blocking and this seems to be the culprit.

Re: Smart Home app error

Highlinder — Tue, 11 Aug 2026 19:45:30 GMT

@Stottie You can turn it back on after you login, but you will have to turn it off if the app logs you out. I know this as I have private DNS set and found out this myself.

Re: Smart home app can’t log in with my sky ID and can’t seem to link my sky ID.

Unsure23 — Wed, 12 Aug 2026 14:41:01 GMT

I have had the same problem. Uninstall and reinstall the app to no avail. Resorted to a live chat and have found out there is a technical glitch. Sky's techy staff are currently working on the problem tip resolve it. Make sure you are not charged yet for a product you can't use!!4

Re: Smart home app can’t log in with my sky ID and can’t seem to link my sky ID.

comiles1 — Fri, 14 Aug 2026 09:11:23 GMT

Hi there. I have the same issue for 6 weeks now. They have removed my first months subscription as obviously I am not able to use the products. Its impossible to get through to the Smart Home team - they are blocking access to them too. I bought it as my mum has Alzheimers and has had falls in the house so need to keep an eye on her when Im not in. Also police wanted me to get a doorbell cam after she went missing. Thought it would be an ideal package as we have everything else from Sky. They don't seem interested in resolving the issue as Ive been waiting six weeks with no indication of what prorgress there is - even the Sky Assesibility team are not alllowed contact with the Sky Smart Home department!!!! Its awful.

Re: Smart Home app error

Suzie1977or — Mon, 17 Aug 2026 11:23:16 GMT

Mine stopped working today. Had a notification that someone was at the front door so opened it and was signed out and been unable to sign in since. Did you find a solution?

Re: Smart Home app error

Highlinder — Mon, 17 Aug 2026 12:33:03 GMT

@Suzie1977or Are you unable to sign into the app due to an error or is it showing you that no devices are installed if you are able to sign in?

Smart home app not working

Nikki159 — Fri, 21 Aug 2026 19:59:41 GMT

I received my new sky doorbell 3 weeks ago but when I have downloaded the smart home app I am unable to login. It says Oops something went wrong. I spoke with sky and they said there are some problems with the app at the moment but it still isn't working. I have followed all the previous instructions about clearing cache, switching off DNS and reinstalling the app but it's still not working (I have a brand new phone so it isn't outdated software) it is so frustrating as I can't set my doorbell up without logging into the smart home app. Is anyone else having problems logging into the app for the first time?

Re: Smart home app not working

Highlinder — Fri, 21 Aug 2026 21:23:31 GMT

@Nikki159 Are you able to get to putting in your email and password or does the problem start before that?

Re: Smart home app not working

Nikki159 — Sat, 22 Aug 2026 07:44:22 GMT

Yes I can get to putting my email and password in then it says setting things up for you and then goes to the Oops something went wrong screen

Re: Smart home app not working

Highlinder — Sat, 22 Aug 2026 09:07:13 GMT

@Nikki159 So you see the dog and the other graphics before you see the error?

Re: Smart home app not working

Nikki159 — Sat, 22 Aug 2026 09:29:31 GMT

Yes, I get the come on in screen, enter my username and password, see the dog moving around the kitchen and then it says Oops something went wrong

Re: Smart home app not working

Highlinder — Sat, 22 Aug 2026 11:01:45 GMT

@Nikki159 Is your mobile device an iPhone or Andriod?