topic Cannot access account via MySky app in Account & Billing

Cannot access account via MySky app

Eleven1 — Mon, 01 Dec 2025 19:53:37 GMT

Hi,

I've called Sky 4-5 times over the past 2-3 weeks with the below issue and nobody seems to know how to help or what to do. I am at a loss for words. I've been having this issue for over 2 weeks since upgrading my router/renewing my contact with Sky.

Since upgrading my router, I cannot sign into the MySky app. It asks for my email and password, both of which are accepted, however it brings up a page that says "let's find your account" and asks me to enter my postcode (I cannot click out of this page or get rid of this page). When I enter my postcode, it comes up with an error message that says "an error has occured, please check the details or try again later". I have tried resetting my password, even trying to use a different email address.

I really don't understand what the problem is or what mistake has been made at Sky, possibly by the salesperson that sold me the new router/contract.

I never had any issues logging in prior to upgrading my router/renewing my contract. Someone has made an error somewhere that has completely messed everything up..

I've been on the phone to Sky for literal hours tonight, constantly being bounced from person to person without a fix. I've had enough. I can see hundreds of other people on this forum have had the exact same issue.

Can someone please sort this out. I'm ready to cancel my contract and leave Sky. I've already submitted a complaint.

Re: Cannot access account via MySky app

caesarome — Mon, 01 Dec 2025 20:06:13 GMT

@Eleven1 wrote:

Can someone please sort this out. I'm ready to cancel my contract and leave Sky. I've already submitted a complaint.

As customers here only we can't fix this for you but you are correct in that the postcode issue does appear to be a fairly common one of which a solution has never been posted on here.

As well as submitting your complaint you might want to email the apps team on this email address about this - apps@sky.uk

Re: Cannot access account via MySky app

Eleven1 — Mon, 01 Dec 2025 20:52:55 GMT

It'd be interesting to see if other people have found a solution and could inform others, if not, I'm really not sure what the point of this forum is lol.

Re: Cannot access account via MySky app

Sanddancer08 — Wed, 03 Dec 2025 11:11:19 GMT

Hi, I am also having problems logging into the My Sky app. I've tried for days without success, I've uninstalled and reinstalled the app and even tried on different devices with no luck. I have emailed apps@sky.uk so I am awaiting a response. It is frustrating as I cannot access my billing as well as my VIP rewards. I don't know if this would have any bearing to it but I had no problems pro=ior to getting full fibre installed, now I can't access My Sky and also my CCTV cameras have gone wrong with scrolling vertical lines going down. Wish I'd never changed 😔

Re: Cannot access account via MySky app

Daniel0210 — Wed, 03 Dec 2025 11:17:08 GMT

@Eleven1 wrote:

if not, I'm really not sure what the point of this forum is lol.

@Eleven1

The general idea is that in a large number of cases other customers including those referred to as SuperUsers can give the appropriate advice to a question which prevents the poster needing to call Sky, therefore freeing up the lines for matters that do require staff intervention and saving on what could be a long wait in a queue to speak to an agent.

Re: Cannot access account via MySky app

Eleven1 — Wed, 03 Dec 2025 16:36:10 GMT

Exact same issue for me. I've spoken to multiple different agents on the phone, who have no idea how to fix it and just transfer me around and around. I really don't think it's gonna be fixed, and I'm most likely going to cancel my contract ASAP and go with someone else. It's ridiculous.

Re: Cannot access account via MySky app

Sanddancer08 — Wed, 03 Dec 2025 21:14:32 GMT

Well, after emailing and reinstalling the App for the umpeenth time it has actually worked...... For now !!!