topic Re: Unable to sign credit agreement in Sky Mobile

Unable to sign credit agreement

JohnP8 — Tue, 08 Sep 2026 18:44:23 GMT

Similar to many other posts, I'm unable to sign the credit agreement to complete my mobile order. Tried all the different options, clearing history, use different browser, try a different devices etc etc. Any help much appreciated. Talking to anyone at Sky is next to useless. Call backs that have been promised don't happen, have always had a good service up to now so disappointed.

Unable to sign credit agreement

Charlotte01031 — Mon, 07 Sep 2026 15:04:06 GMT

I have just upgraded my contract and went into my app to sign my credit agreement and I click yes but it takes me back to home page and I have tried to click it several times but it is not working. I have also tried to sign online and it seems to be the same... I think something may be wrong with my app? How can I sign my credit agreement

Re: Unable to sign credit agreement

caesarome — Mon, 07 Sep 2026 15:13:50 GMT

@Charlotte01031

Does pressing the button here do the same:

https://www.sky.com/help/articles/signing-a-sky-mobile-credit-agreement

Re: Unable to sign credit agreement

Charlotte01031 — Mon, 07 Sep 2026 15:36:06 GMT

Yes that link is doing the same thing- I press agree and continue but there is no action the page and it does not take me to another page.

Re: Unable to sign credit agreement

Charlotte01031 — Mon, 07 Sep 2026 15:37:11 GMT

Re: Unable to sign credit agreement

caesarome — Mon, 07 Sep 2026 15:37:47 GMT

@Charlotte01031

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: Unable to sign credit agreement

-Heather- — Mon, 07 Sep 2026 16:58:56 GMT

Hi @caesarome, thanks for making us aware of this. I'll send @Charlotte01031 an invite now so we can assist further. Thanks, Heather

Re: Unable to sign credit agreement

gibbsmum — Mon, 07 Sep 2026 17:56:09 GMT

I also get this screen every time I try to look at new phones and tablets or try the upgrade options, if I don't get the message it just says they cannot process my order and to ring, this does not help me compare different options. Thinking of moving to another provider as it's been going on for months now.

Cannot sign CCA agreement

Lou1287 — Tue, 08 Sep 2026 12:09:20 GMT

Ordered a new phone and need to sign the CCA agreement. When I get to the end of the T&C's, check the box and click 'confirm, agree & continue' I get a message stating:

"We're sorry, there has been a problem

Sorry, we have been unable to sign your CCA, please try again later."

It's now been 3 days, I've been on the phone to Sky who went around in circles, tried to upsell me more products (!!!) and then told me to wait 24 hrs, which has passed to no effect.

I'm totally fed up with it - If I cancel and buy the phone somewhere else can I continue using my sky SIM card? Not sure if the SIM and Phone are billed separately.

Re: Cannot sign CCA agreement

caesarome — Tue, 08 Sep 2026 12:35:15 GMT

@Lou1287

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

Re: Cannot sign CCA agreement

Brill+Gill — Tue, 08 Sep 2026 12:41:55 GMT

Thanks for escalating this @caesarome. We’ve sent @Lou1287 an invite to chat.

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

Re: Cannot sign CCA agreement

Lou1287 — Tue, 08 Sep 2026 13:44:48 GMT

Chat resulted in me being sent the same link I'd already tried. Still doesn't work, and I've been pointed back to the Sky support phone line who failed to help previously. In the meantime I've tried cancelling the agreement so I can purchase a handset elsewhere, and I can't even cancel it.

Re: Unable to sign credit agreement

caesarome — Tue, 08 Sep 2026 19:18:14 GMT

@JohnP8

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

Re: Unable to sign credit agreement

Danz994 — Wed, 09 Sep 2026 08:41:04 GMT

Good morning @caesarome Thanks for making us aware of this. There was a known issue with signing mobile credit agreements but this has now been resolved. As @JohnP8 is still having issues, I'll send an invite now.

We are limited in the Sky ID support we can offer here, we may need to give a contact number. Thanks, Danielle

Re: Unable to sign credit agreement

JohnP8 — Wed, 09 Sep 2026 14:12:01 GMT

Spent most of the morning messaging trying to sort this, nothing has worked! Was promised a phone number (even thought I didn't want one given I've spent over 4 hours on the phone already) to try and sort this, it hasn't materialised.

Re: Unable to sign credit agreement

Danz994 — Wed, 09 Sep 2026 14:14:35 GMT

Hi @JohnP8 I'm sorry this isn't something we can resolve here. Please use the contact number I gave you on our chat to speak with the mobile team directly. I hope you're able to get this sorted. Thanks, Danielle

Re: Unable to sign credit agreement

JohnP8 — Wed, 09 Sep 2026 14:16:46 GMT

How do I access the chat from earlier please?

Re: Unable to sign credit agreement

Danz994 — Wed, 09 Sep 2026 15:08:49 GMT

Hi @JohnP8 I'll send you another message in PM. Just look out for the colourful bubble 🙂 Thanks, Danielle

Re: Cannot sign CCA agreement

lstock — Wed, 09 Sep 2026 15:32:11 GMT

I keep having the same issue and no one can seem to help, i've tried on my phone and on my laptop but nothing changes.

I need to sign my contract but everytime I click 'agree & continue' it doesn't load anything

Re: Cannot sign CCA agreement

Danz994 — Wed, 09 Sep 2026 15:49:47 GMT

Good afternoon @lstock There was a known issue with signing mobile credit agreements but this has now been resolved. As you're still having issues, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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