topic Re: Lets find your account in Account & Billing

Lets find your account

Untitled — Sun, 03 Aug 2025 13:28:00 GMT

I'm a new Sky Q and Broadband customer. I'm having difficulty finding my account following setting up an ID. The app asks me to enter the 8th and 9th digit of the payment card number used to purchase Sky Glass. The first thing is I haven't ordered Sky Glass and secondly when I enter my card digits it tells me they are incorrect. I have been able to sign into Sky in a browser, however I still have the same issue linking my account and the bills and payments section shows as being restricted. I was a Sky customer previously and I have already disconnected my previous ID and deleted my old account. Is it possible that there is still a conflict with my email address? I would be very grateful for some help with this.

Re: Lets find your account

caesarome — Sun, 03 Aug 2025 14:47:45 GMT

@Untitled wrote:

I was a Sky customer previously and I have already disconnected my previous ID and deleted my old account. Is it possible that there is still a conflict with my email address? I would be very grateful for some help with this.

What actually did you do here because if you are using the same email address then it needs removing from the old account first before you can use it with this new ID.

Re: Lets find your account

Untitled — Sun, 03 Aug 2025 15:01:42 GMT

I'm pretty sure the email address was removed from the previous account. I filled out an online form which requested this to be done. I also received an email a day later confirming the old account had been deleted.

Re: Lets find your account

Untitled — Sun, 03 Aug 2025 15:05:58 GMT

If there is an existing account with my email address still active how would I go about finding this out?

Re: Lets find your account

MightyQuinn — Sun, 03 Aug 2025 15:07:58 GMT

Hi @Untitled What happens if you put in your email address and select forgot password?

Re: Lets find your account

Untitled — Sun, 03 Aug 2025 15:31:56 GMT

I've just given this a go. I reset the password, logged in and I'm back where I started with the new Sky ID with the account issues.

Re: Lets find your account

caesarome — Sun, 03 Aug 2025 15:34:58 GMT

@Untitled

It might be worth calling Sky and speaking to their ID team.

Re: Lets find your account

Untitled — Mon, 04 Aug 2025 13:53:06 GMT

I called the Sky ID team and somehow they managed to resolve whatever conflict there was. Thanks all for the advice.