topic Account not linking in Sky Mobile

Account not linking

Danielle190 — Tue, 04 Aug 2026 10:25:13 GMT

Hello, I have a sky tv & sky mobile account. I have tried to upgrade my phone but sky is saying that my accounts are not linked so the credit agreement isn't being sent correctly.
My mobile piggybank is saying I have no saved data but sky have it recorded that I have over 200gb saved.
My bills are also showing at £0.00 on my account & it's saying there is no payment method on there even though I am paying each month by direct debit.
I have tried to call 150 to speak to someone but it sent me a link to here for help. The online 'contact us' pages are giving me access denied errors.
I have paid the upfront cost of the device already and have a limited time now to sign the credit agreement, but it isn't being uploaded to my account for me to sign it.
Any help appreciated

Re: Account not linking

caesarome — Tue, 04 Aug 2026 10:30:03 GMT

@Danielle190

As your bills are showing as £0.00 are you sure you are using the correct login details ?

Re: Account not linking

Danielle190 — Tue, 04 Aug 2026 14:34:18 GMT

Yes it's definitely correct. I don't have any other login details. I only have one email address

Re: Account not linking

caesarome — Tue, 04 Aug 2026 16:53:13 GMT

@Danielle190

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: Account not linking

N_chill — Tue, 04 Aug 2026 17:19:47 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.