topic Re: Sky account messed up in Sky Store

Sky account messed up

Zo8 — Sat, 15 Nov 2025 11:36:09 GMT

I'm a diamond VIP member and downloaded a buy and keep fillm for free.I can't send it to my box (there is no option - only download) as for some reason my sky app now does not recognise my tv account-(husband got his mobile through my sky account, and now when I log in using my credentials it links back to him and not me- (which is only a mobile phone) so it doesn't even recognise that it's me and that we have sky tv. I'm losing the will to live and it's making me very grumpy

Re: Sky account messed up

Zo8 — Sat, 15 Nov 2025 11:53:00 GMT

Having looked into this further- not matter what I do (app/qr cose through tv/website) it appears everything links back to his mobile account, rather than my full account (with a link into him for his mobile). I am unable to view anything relating to tv/broadband etc. it's as if my account doesn't exist- although they happily take the money every month.

Re: Sky account messed up

mike+simmonds — Sat, 15 Nov 2025 13:23:22 GMT

Hi @Zo8

Sorry to hear of your account problems. You've explained them clearly but it does sound like something only Sky can fix.

you've posted this in the (slightly confusingly named) Sky store forum.

but it's not that kind of Sky store. This is the "Sky store" for movie purchases and rentals

For something account based like this I would suggest calling 150 on a Sky mobile to speak to Sky, but refuse any options to refer you back on line or to the forum.

sound like you need to speak to an agent.

Hope you get through and get this resolved.

Re: Sky account messed up

caesarome — Sat, 15 Nov 2025 13:27:43 GMT

@Zo8

If your husbands mobile account is via your account then you should both be on the same account but from what you have said it might be you used his mobile only account ID to place this order rather than your main Sky ID.

Re: Sky account messed up

Zo8 — Sat, 15 Nov 2025 18:42:19 GMT

I received an email offering me the free movie- I clicked on the link and purchased. It appears this was under my account- however I seem unable to access my account using my log-in as it defaults to my husbands mobile account even when I use my user name and my password

Re: Sky account messed up

caesarome — Sat, 15 Nov 2025 19:47:15 GMT

@Zo8

On what device is this happening on ?

Re: Sky account messed up

Zo8 — Sat, 15 Nov 2025 23:08:30 GMT

Sky app also the sky web site- both through my phone (which is EE). The qr code which is shown when I try to accesss my asciu t on tv just puts me onto the sky app and I log in and it defaults to my husnada mobile account.

Re: Sky account messed up

caesarome — Sun, 16 Nov 2025 09:51:49 GMT

Have you tried deleting the app and then logging into it with your login details as it should be different to that of your husband's ?