topic Re: Account access in Account & Billing

Account access

Paula119 — Mon, 28 Jul 2025 12:09:54 GMT

I am unable to access the sky app, or web oage, once I have put in username and password, it states I am not authorised to access the app! When I went into the web page it states I have no accounts! But I infact hold 4?

Re: Account access

caesarome — Mon, 28 Jul 2025 12:12:55 GMT

@Paula119

Are you new to Sky or have you returning after leaving for a year or more ?

Re: Account access

Paula119 — Mon, 28 Jul 2025 12:19:27 GMT

No I have had an account for years, I have sky q, laptop and date, phone cj tract, and I watch

Re: Account access

caesarome — Mon, 28 Jul 2025 12:26:28 GMT

Are you using a VPN, f so have you tried disabling it ?

Re: Account access

Paula119 — Mon, 28 Jul 2025 12:55:43 GMT

No. Not using a vpn

Re: Account access

caesarome — Mon, 28 Jul 2025 12:57:50 GMT

@Paula119

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 may not be instant.

Re: Account access

Lisa-P1987 — Mon, 28 Jul 2025 13:21:43 GMT

Thanks for escalating this. We’ve sent Paula119 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.