topic Re: My sky app in Sky Mobile

My sky app

Nikki666 — Mon, 14 Jul 2025 12:13:52 GMT

I am a new aky customer, i have just purchased a mobile and it says to download the sky app to keep track of my mobile but when I try to log in to mysky app it asks for the 8th and 9th numbers of my credit card that i used to purchase sky glass, the problem is I have never have had sky glass and i can not get passed this to log in

Re: My sky app

caesarome — Mon, 14 Jul 2025 12:19:48 GMT

@Nikki666

Give this a go to see if linking your mobile account to your Sky ID helps:

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

Re: My sky app

Nikki666 — Mon, 14 Jul 2025 12:27:59 GMT

Thank you but i says my account has already been linked

Re: My sky app

caesarome — Mon, 14 Jul 2025 12:31:03 GMT

@Nikki666

To get you some help with this 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 by typing it it to start the chat:

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 or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: My sky app

Mr+Flibbles+86 — Mon, 14 Jul 2025 12:35:09 GMT

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

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

Re: My sky app

Nikki666 — Mon, 14 Jul 2025 12:51:51 GMT

Thank you

Re: My sky app

Nikki666 — Mon, 14 Jul 2025 13:48:49 GMT

I have spoken to them, they advised me to ring and ask for sky id team as they should be able to unlink the email ID from the account so that you can then link it again, and that should resolve the issue but upon speaking to them on the phone the lady said she will flag the issue further up and the app should be working again in a few weeks?

I really dont think she understood what the problem is so now i am back to square one 😞