topic Re: Cannot change payment method in Account & Billing

Cannot change payment method

solly1173 — Wed, 18 Dec 2024 18:58:36 GMT

Hi everyone

I have been trying to change my payment method from and old credit card to my new one (as the old one is now closed) but i get the same error message a lot of people have gotten, whereby it says, cannot update, please try later.

I have tried ringing Sky and they tried to do the update for me and this didnt work either, they get the same error message, so has anyone else experienced this and how did you go about resolving

Thanks in advance

Re: Cannot change payment method

caesarome — Wed, 18 Dec 2024 19:20:39 GMT

@solly1173

When you spoke to Sky what else did they say, like did they say they had sent this off for another team to look into as this might be what needs doing if they haven't done so.

Re: Cannot change payment method

solly1173 — Thu, 19 Dec 2024 14:33:02 GMT

nope, they said, try in a few days, but I have done that for over a week now and nothing changes, so may need to ring back to escalate. thanks

Re: Cannot change payment method

EireMan91 — Fri, 20 Dec 2024 10:48:25 GMT

Currently having the same issue,

Payment method for Broadband unsuccessful

Your current payment method has not changed due to an unexpected error. Please try again."

Tried reinstalling the app and just now on desktop also but no luck.

Tried setting up direct debit also using IBAN and BIC but it doesn't recognise my name.

Weird as I just paid an outstanding amount using the card, it works with that but not to set up as monthly payment so now I've no service.

You would think having all this working perfect would be a top priority and it be tested regularly or have automated testing set up, always amazes me for some reason there are basic issues like this on these services all the time.. maybe they are spoilt and have too much money (Removed) 🙂

Moderator note: Removed inappropriate language

Re: Cannot change payment method

EireMan91 — Sat, 04 Jan 2025 03:09:50 GMT

This still isn't resolved and I've no service

Re: Cannot change payment method

caesarome — Sat, 04 Jan 2025 09:34:07 GMT

@EireMan91

Give this a try:

Make sure your title (Mr, Mrs etc..) and surname is filled in here:

https://www.sky.com/mydetails/sky-id

Re: Cannot change payment method

JohnBoy18 — Wed, 08 Oct 2025 19:45:19 GMT

Yes, failing to update my payment method online and via phone. Been trying for nearly a week now. Froze my card so thinking they will contact me when they want there money.

Re: Cannot change payment method

caesarome — Wed, 08 Oct 2025 21:06:26 GMT

@JohnBoy18 wrote:

Froze my card so thinking they will contact me when they want there money.

They will do that and they might suspend your services if no payment is received so no matter what your issue is stopping the payment is the worst thing you can do.

Re: Cannot change payment method

Kameron — Wed, 27 May 2026 11:21:07 GMT

I am having the same problem. Did you get your issue resolved?

Have been trying to change my direct debit details for the past hour on both the website and on the app. Getting nowhere. Keep getting this message:

Change payment method unsuccessful The details entered did not match. If you would like to enter new payment details,

please click 'Try again'.

The account name and details are correct. Have used with and without Mr.

Never had this issue anywhere else before. Sky is beyond useless.