topic Re: Mobile help in Sky Mobile

Mobile help

Summayah — Sun, 26 Jul 2026 17:05:27 GMT

Hi Sky Support team,

I urgently need help activating my new Sky SIM card and unlocking my online account.

I cannot log into my Sky iD account because it is asking for a two-step verification code, and I have lost my recovery code. Furthermore, I do not have another working phone to call your customer service lines, and your automated phone system keeps cutting me off when I try to call via a Wi-Fi app.

Because I am completely locked out online and have no phone line, I need an advisor here to securely verify my identity, disable the two-step verification on my account, and help me activate my SIM.

Could a digital agent please send me a secure chat link or look into my account? Thank you.

Re: Mobile help

Summayah — Sun, 26 Jul 2026 17:06:04 GMT

As I am locked out of my account I have made this new one to post on your community forum to look for help immediately

Re: Mobile help

63johnw — Sun, 26 Jul 2026 17:15:18 GMT

Hi @Summayah

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Mobile help

Summayah — Sun, 26 Jul 2026 17:21:39 GMT

Thank you so much

Re: Mobile help

Summayah — Sun, 26 Jul 2026 17:26:13 GMT

I have accidentally labelled this post answered. I have made a new post. Could you raise that post to the sky team for me please. Sorry I am new here

Re: Mobile help

PandJ2020 — Sun, 26 Jul 2026 17:29:11 GMT

@Summayah wrote:
I have accidentally labelled this post answered. I have made a new post. Could you raise that post to the sky team for me please. Sorry I am new here

No need to make new posts. One is sufficient - this one has been escalated but you may not hear anything until tomorrow. (I've removed the answer tag)

Re: Mobile help

SKY1992bf — Sun, 26 Jul 2026 17:30:11 GMT

@Summayah There was no need to create a new post as the agent can still see this one even though it's answered

Re: Mobile help

Summayah — Sun, 26 Jul 2026 17:34:33 GMT

I see, I didn't quite understand how this works. How can I delete the new one

Re: Mobile help

63johnw — Sun, 26 Jul 2026 17:37:19 GMT

@Summayah wrote:
I see, I didn't quite understand how this works. How can I delete the new one

You can't @Summayah

Re: Mobile help

SuperMatt — Sun, 26 Jul 2026 19:32:01 GMT

Hello, @Summayah. I'll send you an invite to a private chat shortly and we can help you.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141