topic Re: Restriction on account in Account & Billing

Restriction on account

Emmabe11a — Mon, 18 Aug 2025 20:46:30 GMT

Hi Sky Community,

I'm trying to browse for a new phone and every time I go onto the My Sky App or log in through the website and start to browse through the phone deals, I get a page come up that says

'Your services are currently being restricted

There is an outstanding action on your account which is resulting in your services being restricted. Find out how to remove these restrictions.'

I click on the only option below which is 'reinstate my services' which takes me to my account showing all payments are up to date.

If I click on Marketplace it shows an outstanding balance of £6.99 however I don't have any Marketplace subscriptions anymore. I can't seem to find any way of paying this balance.

I have spoken to Sky via the online chat which was very unhelpful. I was told to try logging into my account using a different email address? I can't see how that would be possible when my account is only linked to my email address? I also called Sky who weren't able to help and just wanted me to choose a phone through them over the phone.

It's so so frustrating 😩 The website and app are both so infuriating!

Has anyone had the same issue?! Thank you in advance.

Re: Restriction on account

caesarome — Mon, 18 Aug 2025 21:07:58 GMT

@Emmabe11a

It could well be realated to that £6.99 fee and the fact that for whatever reason it has not been paid. I have seen others on here with similar issue especially with regards on how to actually pay it. I would call Sky again and perhaps see if you can speak to their billing team.

Re: Restriction on account

hugh4567 — Sat, 13 Sep 2025 08:25:41 GMT

I have the same and I owe nothing 😭 The chatbot is awful as well!

Re: Restriction on account

jo.h — Tue, 18 Nov 2025 08:17:02 GMT

Did this get resolved as I am having the same trouble

Re: Restriction on account

caesarome — Tue, 18 Nov 2025 09:29:42 GMT

@jo.h

Have you an outstanding payment that is owed against Sky Marketplace ?

Re: Restriction on account

jo.h — Tue, 25 Nov 2025 05:46:52 GMT

Thank you for your reply, not anymore I have cleared all payments and cancelled the marketplace app, but the restriction is still on the accpunt

Re: Restriction on account

caesarome — Tue, 25 Nov 2025 09:46:33 GMT

@jo.h

Now you have done this I would get bin contact with Sky, either by calling them or by using social media.