topic Re: Cannot change my email address in Account & Billing

Cannot change my email address

CairenM — Mon, 22 Jul 2024 10:44:39 GMT

I am locked out of my old email address and none of the platforms either online or on the app will allow me to change. Even the chat didn't help. Emailed I and was redirected back to the beginning.

Re: Cannot change my email address

caesarome — Mon, 22 Jul 2024 12:03:28 GMT

Do you use your emai as login to your Sky account or is it used as a communication address ?

Re: Cannot change my email address

CairenM — Tue, 23 Jul 2024 08:59:51 GMT

Communication. I haven't had any updates on my account in over a year and I can't arrange upgrades as responses go to email.

Re: Cannot change my email address

caesarome — Tue, 23 Jul 2024 09:09:09 GMT

@CairenM

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: Cannot change my email address

Addie15 — Tue, 23 Jul 2024 09:24:57 GMT

Hi there! Thank you for escalating this. We have sent an invite to @CairenM.

Re: Cannot change my email address

CairenM — Wed, 07 Aug 2024 17:46:51 GMT

Had a chat and said my email address had been changed. But it hasn't, still the old one. I give up, maybe time to move to a new broadband provider

Re: Cannot change my email address

caesarome — Wed, 07 Aug 2024 18:22:18 GMT

@CairenM

Do you want to try the chat again ?

Re: Cannot change my email address

CairenM — Thu, 08 Aug 2024 15:30:00 GMT

Can do. It's just so annoying, how hard is it to change an email address? Been arsing about for 6 months.

Re: Cannot change my email address

caesarome — Thu, 08 Aug 2024 15:33:02 GMT

I have alerted the messaging team again so look out for the chat bubble.

Re: Cannot change my email address

Mr+Flibbles+86 — Thu, 08 Aug 2024 15:48:16 GMT

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

Re: Cannot change my email address

Addie15 — Mon, 12 Aug 2024 07:39:35 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Cannot change my email address

DianeBeaven — Thu, 29 Aug 2024 19:09:01 GMT

I am trying to change my main sign in email address but it won't let me do this via my account. The account is in my name but with my partners email address and he is not always available to pass the emails to me so I want to change it to one of mine. It just says to try again later.

Re: Cannot change my email address

caesarome — Thu, 29 Aug 2024 19:14:26 GMT

@DianeBeaven wrote:

I am trying to change my main sign in email address but it won't let me do this via my account.

For this you will have to phone in as I believe you need to speak to the ID team as we can't change the sign in/username so even if it was working all that you would actually change is the household/communication email address which might be what you want to change anyway.