topic Re: Credit agreements in Sky Mobile

Credit agreements

Suemeds — Sat, 29 Aug 2026 14:56:26 GMT

Title: Credit agreement link loops to store / Message Centre says something went wrong
Body:
Hello, I am an existing Sky Broadband customer. I recently ordered a new phone, and I can see the pending phone order clearly inside my My Sky app.
However, I cannot sign the credit agreement. When I click the link in my email, it just loops me back to the mobile store page to buy a new phone. When I try to access the documents via my online Message Centre, I just get a "something went wrong" error message.
I have already tried contacting customer service over the phone, but the issue remains unresolved. I understand this is a known portal glitch. Could a moderator please escalate this to the online support team so they can open a secure chat and send me a direct, manual link to sign my credit agreement? Thank you!

Re: Credit agreements

caesarome — Sat, 29 Aug 2026 15:06:40 GMT

@Suemeds

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: Credit agreements

Brill+Gill — Sat, 29 Aug 2026 15:25:24 GMT

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

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

Re: Credit agreements

Suemeds — Sat, 29 Aug 2026 15:53:13 GMT

Thanks I have replied on a different device but are you here

Re: Credit agreements

Suemeds — Sat, 29 Aug 2026 17:13:05 GMT

Thank you so much for your help, I've managed to sort it, thanks again x Sue x

Re: Credit agreements

Brill+Gill — Sat, 29 Aug 2026 17:21:53 GMT

You're very welcome @Suemeds. Glad we got you sorted. 🙂