topic Re: Cannot access Sky Mobile account in Sky Mobile

Cannot access Sky Mobile account

Sandbachkid — Tue, 13 May 2025 14:48:29 GMT

my wife and I have never been able to view any of our mobile accounts or bills on the MySky app or online. I have now left Sky mobile but my wife still has her account that we cannot access and have no idea of the bill.

cN someone please sort this before she decides to leave too as we really should be able to manage our own accounts and view our own bills. It's ridiculous really that we can't see our own accounts and bills!

Re: Cannot access Sky Mobile account

PandJ2020 — Tue, 13 May 2025 15:53:25 GMT

@Sandbachkid wrote:
...can someone please sort this before she decides to leave too

We're other customers here...

You haven't actually said what the issue is? Error message etc.?

Re: Cannot access Sky Mobile account

Sandbachkid — Tue, 13 May 2025 16:55:28 GMT

I have - there is no access to the mobile accounts. It doesn't show on the app at all. You also cannot access the bills. If you click on the manage tab on the mobile website (having signed in) it defaults to the Sky Mobile (first) tab. If you look in the mysky app I can access my tv and broadband accounts and bills but the mobile account doesn't show.

I have no way of accessing my or my wife's mobile accounts or billing info, other than the money going out.

It is obviously set up as the money goes out to pay!

Re: Cannot access Sky Mobile account

caesarome — Tue, 13 May 2025 16:58:03 GMT

@Sandbachkid

Have you linked your mobile account to your Sky ID as per this:

https://www.sky.com/help/articles/link-a-sky-id-to-your-sky-mobile-account

Re: Cannot access Sky Mobile account

Sandbachkid — Tue, 13 May 2025 17:30:04 GMT

Yes I have. If I try again it says already linked and gives a link to click on. The link takes you to the sky mobile website which has the problems previously mentioned unortunately.

Re: Cannot access Sky Mobile account

caesarome — Tue, 13 May 2025 18:49:36 GMT

@Sandbachkid

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Cannot access Sky Mobile account

Sandbachkid — Tue, 13 May 2025 20:39:16 GMT

Thank you.

Re: Cannot access Sky Mobile account

Greenfingers001 — Wed, 14 May 2025 08:19:59 GMT

Thanks for escalating this. We’ve sent @Sandbachkid an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.