topic Re: Unable to set up new payment method in Account & Billing

Unable to set up new payment method

jja10 — Sat, 29 Jun 2024 07:46:33 GMT

I had an overdue payment which has been cleared and there is even money on my account. I have been trying to set up a new method payment all day yesterday but every time I try (with different cards or the direct debit) I get this error message. So my services are blocked. Please advise. Thank you.

Re: Unable to set up new payment method

Daniel0210 — Sat, 29 Jun 2024 07:51:19 GMT

@jja10

So your services have now been restricted in which case you should be able to pay the bill and set up your direct debit via the MySky app or online using this link

https://www.sky.com/manage/bill/

Re: Unable to set up new payment method

jja10 — Sat, 29 Jun 2024 07:54:41 GMT

Dear Daniel

That is the problem. Using that link, I get this error message everytime. I have tried at least 10 times.

Re: Unable to set up new payment method

caesarome — Sat, 29 Jun 2024 08:35:37 GMT

@jja10

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 are not instant.

Re: Unable to set up new payment method

Lisa-P1987 — Sat, 29 Jun 2024 08:49:22 GMT

Thanks for escalating this. We’ve sent jja10 an invite to chat.

Re: Unable to set up new payment method

jja10 — Sat, 29 Jun 2024 09:47:21 GMT

Many thanks Lisa, I have started the chat. Talk to you soon

Re: Unable to set up new payment method

jja10 — Mon, 23 Sep 2024 16:57:09 GMT

Hello

Am still having the same problem to set up this monthly payment. I got an email to say that the bank needed more information but nothing from the bank on what they needed.

Please can somebody help?

Thanks, Julie

Re: Unable to set up new payment method

caesarome — Mon, 23 Sep 2024 18:15:14 GMT

@jja10 wrote:

I got an email to say that the bank needed more information but nothing from the bank on what they needed.

@jja10

Are you sure that email is from Sky, if it says something like "Dear User" then it is not from Sky as it is from a scammer so mark the email as spam.

Re: Unable to set up new payment method

jja10 — Mon, 23 Sep 2024 18:31:12 GMT

Hello, yes good remark thank you. I did not react on it, I never do on these kinds of emails. But the problem in setting up my payment remains.

Thanks

Re: Unable to set up new payment method

caesarome — Mon, 23 Sep 2024 18:38:47 GMT

Are you saying you are still seeing the "Something went wrong" message as you did back in June, if so what was the result of the chat you had with the messaging team on here back then ?

Re: Unable to set up new payment method

jja10 — Tue, 24 Sep 2024 06:32:07 GMT

They tried to set up the direct debit, but it seems it did not work.

Re: Unable to set up new payment method

caesarome — Tue, 24 Sep 2024 08:35:36 GMT

@jja10

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 set up new payment method

Lisa-P1987 — Tue, 24 Sep 2024 09:01:32 GMT

Thanks for escalating this. We’ve sent jja10 an invite to chat.

Re: Unable to set up new payment method

caesarome — Tue, 24 Sep 2024 09:03:25 GMT

@Lisa-P1987

You have sent this to me in error so it needs to be resent to @jja10

Re: Unable to set up new payment method

Lisa-P1987 — Tue, 24 Sep 2024 09:22:24 GMT

Thanks @caesarome I have corrected that now 🙂