topic Re: Unable to change my sky ID email address in Account & Billing

Unable to change my sky ID email address

Langford2000 — Sun, 22 Sep 2024 09:05:40 GMT

I am trying to change the email address for my Sky ID as I no longer have access to my old address. I have tried from both the MySky app and also a browser session.

In MySky I go to "My Profiie -> My Details" and select edit email.

I then enter my new email address in both the "email address" and "confirm email address" boxes and tap on "Confirm".

I get the following error message.

Can someone please assist me with this?

Re: Unable to change my sky ID email address

caesarome — Sun, 22 Sep 2024 09:10:51 GMT

Your new email address isn't a Sky one is it ?

Re: Unable to change my sky ID email address

Langford2000 — Sun, 22 Sep 2024 09:37:33 GMT

That is correct. My new email is not a sky one.

Re: Unable to change my sky ID email address

caesarome — Sun, 22 Sep 2024 10:47:51 GMT

@Langford2000

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 change my sky ID email address

Mr+Flibbles+86 — Sun, 22 Sep 2024 10:50:38 GMT

Thanks for escalating this. We’ve sent an invite to @Langford2000 to chat.

Re: Unable to change my sky ID email address

les39 — Thu, 24 Oct 2024 09:05:55 GMT

I have exactly same problem. Just get error message unable to change email.

Re: Unable to change my sky ID email address

caesarome — Thu, 24 Oct 2024 09:20:57 GMT

@les39

Is it your household/communication email address that you are trying to change ?

Re: Unable to change my sky ID email address

les39 — Thu, 24 Oct 2024 09:41:21 GMT

yes where all my emails are sent

Re: Unable to change my sky ID email address

caesarome — Thu, 24 Oct 2024 10:53:33 GMT

@les39

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 change my sky ID email address

Greenfingers001 — Thu, 24 Oct 2024 11:47:48 GMT

Thanks for escalating this. We’ve sent @les39 an invite to chat.

Re: Unable to change my sky ID email address

Paulpj5 — Fri, 08 Nov 2024 19:34:30 GMT

Exactly same problem.

Re: Unable to change my sky ID email address

caesarome — Fri, 08 Nov 2024 19:42:38 GMT

@Paulpj5

To confirm you are unable to change your household/communication email address ?

Re: Unable to change my sky ID email address

garyc82 — Wed, 08 Jan 2025 13:17:56 GMT

My Dad's account has the same problem, his account is linked to an old email address of mine actually. Can someone help?

Re: Unable to change my sky ID email address

caesarome — Wed, 08 Jan 2025 13:20:48 GMT

@garyc82

To confirm that is is the household email address that you would like to change and you can't because of this error ?

Re: Unable to change my sky ID email address

garyc82 — Wed, 08 Jan 2025 13:29:55 GMT

Yes, there is only 1 email address listed and it's an old work email of mine, not my dad's home email.

Re: Unable to change my sky ID email address

caesarome — Wed, 08 Jan 2025 13:43:35 GMT

I have just noticed you have said this is your Dads account and not yours.so I'm not sure if the messaging team on here can help because as far as I know they can only help someone if they are the account holder.

Re: Unable to change my sky ID email address

BuddieBoy33 — Sun, 02 Mar 2025 17:02:25 GMT

I have same issue - please help

Re: Unable to change my sky ID email address

caesarome — Sun, 02 Mar 2025 17:11:56 GMT

@BuddieBoy33

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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Unable to change my sky ID email address

Tom-W19 — Sun, 02 Mar 2025 18:17:02 GMT

Thanks for escalating. We've sent an invite to @BuddieBoy33.

Re: Unable to change my sky ID email address

ChelleWTBB — Sun, 31 Aug 2025 02:04:02 GMT

I have this same issue - I need to change my email but I get an error msg it's so frustrating