topic Re: Activating new sim in Sky Mobile

Activating new sim

Danielle251 — Fri, 09 Oct 2026 12:02:55 GMT

Hiya, I received my new phone today after switching from three to sky. I'm trying to activate my new sim however an error message appears stating that I'm not the account holder for this sim.

Re: Activating new sim

caesarome — Fri, 09 Oct 2026 12:07:38 GMT

@Danielle251

Are you using the same details, so the same email address and password that you used when placing the order ?

Re: Activating new sim

Danielle251 — Fri, 09 Oct 2026 12:12:09 GMT

Hiya,

I am indeed.

Re: Activating new sim

caesarome — Fri, 09 Oct 2026 12:18:12 GMT

@Danielle251

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: Activating new sim

Summer36 — Fri, 09 Oct 2026 12:46:46 GMT

Im having the exact same issue with my new phone? Can you help?

Re: Activating new sim

caesarome — Fri, 09 Oct 2026 12:52:48 GMT

@Summer36

You are seeing the "you are not the account holder" message ?

Re: Activating new sim

Summer36 — Fri, 09 Oct 2026 13:10:30 GMT

Yes, I have contacted an agent , they've said it won't get fixed for 24 hours , so fingers crossed

Re: Activating new sim

SuperMatt — Fri, 09 Oct 2026 14:56:09 GMT

Hello, @Danielle251. 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

Re: Activating new sim

lauradora — Fri, 09 Oct 2026 15:26:53 GMT

I am having the same issue - I have tried through the app AND browser on different devices, getting the same "you are not the account holder" message.

Re: Activating new sim

SuperMatt — Fri, 09 Oct 2026 15:28:33 GMT

Hello, @lauradora. I'll send you an invitation to a private talk in just a moment to help get that looked into for 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

Re: Activating new sim

acwallace — Fri, 09 Oct 2026 17:28:58 GMT

I am also getting this error. Should I assume it is some software issue that will be fixed shortly, or should I be contacting customer support?

Re: Activating new sim

-Heather- — Sat, 10 Oct 2026 08:42:07 GMT

Hi @acwallace, 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