topic Account Locked - Sky say it doesn't exist. in Account & Billing

Account Locked - Sky say it doesn't exist.

HomeCinemaMan1 — Thu, 20 Jun 2024 12:17:04 GMT

Hello, when I was previsously with Sky my son had a sub account under mine, linked with an email address and username, when we left Sky this account showed as "Account Locked" if he tried to log in.

We have recently rejoined Sky and I have contacted them to see if they can unlock the account, however the agent I spoke with who said he was IDM trained and very experianced with accounts insists that the account doesn't exist anywhere on Sky's records, so there is apparently nothing they can do.

Surely if the account doesn't exist and there are no records of it, it shouldnt say "Account Locked" when trying to access it, it would say something like the address doesn't link to a Sky account, or to continue signing up with that address?

Re: Account Locked - Sky say it doesn't exist.

SKY1992bf — Thu, 20 Jun 2024 12:28:21 GMT

@HomeCinemaMan1 If you are rejoining after more than 18 months away any previous accounts and those associated with it would have been permanently closed

your son will need a new sub account

Re: Account Locked - Sky say it doesn't exist.

caesarome — Thu, 20 Jun 2024 12:26:19 GMT

@HomeCinemaMan1 wrote:

Surely if the account doesn't exist and there are no records of it, it shouldnt say "Account Locked" when trying to access it, it would say something like the address doesn't link to a Sky account, or to continue signing up with that address?

It probably is a misleading message but the issue here is because you have left and presumbley was away for 18 months or more then your account and your sons will have been closed.

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

https://www.sky.com/myaccount/my-details

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

Re: Account Locked - Sky say it doesn't exist.

HomeCinemaMan1 — Thu, 20 Jun 2024 13:12:59 GMT

The email address I'm using for my new account is actually the same email address I was using for my previous account, which as you suggested was closed 18 months ago, there seemingly was no problem using my email address to sign up again, so I'm not sure why it's causing issues with my sons email.