topic Sky payment failed in Account & Billing

Sky payment failed

Ryanmeston07 — Tue, 20 Jan 2026 12:05:30 GMT

Hi,

I got an email saying my sky payment has failed (direct debit normally comes off) but when I go onto my account it says no balance is due, screenshots attached below

Re: Sky payment failed

caesarome — Tue, 20 Jan 2026 13:05:47 GMT

@Ryanmeston07

As it looks like it was taken as usual then you can ignore that email.

Re: Sky payment failed

Ryanmeston07 — Tue, 20 Jan 2026 13:08:29 GMT

I'm worried that it hasn't been took though I've looked back and don't see anything that's came off, and between that time I've had to get a new card and I'm pretty sure my old card was the default one rather than my bank. It was due to have came off on the 13th

Re: Sky payment failed

caesarome — Tue, 20 Jan 2026 13:12:06 GMT

A credit or debit card plays no part in a direct debit as the money is taken directly from your bank account so does your online banking show the payment has been taken ?

Re: Sky payment failed

Ryanmeston07 — Tue, 20 Jan 2026 13:14:03 GMT

Nope I've had another look back and I can't see anything that's came off no...

Re: Sky payment failed

caesarome — Tue, 20 Jan 2026 13:16:54 GMT

Did you have any credit on your account that could have been used to pay the bill, if not what actually shows here regarding it:

https://www.sky.com/bill/tv-broadband-talk

Re: Sky payment failed

Ryanmeston07 — Tue, 20 Jan 2026 13:20:24 GMT

So I get an error when clicking on that page

interestingly I've looked and I have 3 phones, 2 under the same account number which were paid no bother at the start of the month

then the one that i got the email about failing is under a different account number but the same email, I don't see that plan/phone when I go to the bills section myself so how would I be able to check that

Re: Sky payment failed

caesarome — Tue, 20 Jan 2026 13:30:35 GMT

@Ryanmeston07

If this phone is under a different account number you will need to setup another ID using that account number before you should be able to see the bill if you are yet to do this.

Re: Sky payment failed

Ryanmeston07 — Tue, 20 Jan 2026 13:41:43 GMT

So where do I start with that cos they're all under the same email

Re: Sky payment failed

caesarome — Tue, 20 Jan 2026 13:49:57 GMT

Logout of your account and setup a new ID using this link:

https://www.sky.com/help/diagnostics/sky-id/sky-id

You can try using the same email address to see if it lets you use it again.

Re: Sky payment failed

Ryanmeston07 — Sat, 07 Feb 2026 17:33:52 GMT

Sorry for the delay on this but I have just made a new account and went to where I would go to add an existing plan and it asked for the bank account number last few digits and when I do that it says I already have this account linked, the bill is now like 2 weeks overdue but I have no way I'm actually going to pay this as when I click on the email it prompts me to login (I only have access to my other account) and normally it would've came off automatically but it didn't as I got a new card

Re: Sky payment failed

caesarome — Sat, 07 Feb 2026 19:20:03 GMT

@Ryanmeston07

To see if they can help you 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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Sky payment failed

Jason- — Sat, 07 Feb 2026 20:55:17 GMT

Good Evening @caesarome thanks for making us aware of @Ryanmeston07's issue. We'll be sure to invite them to chat and we can get this sorted 👍🏻

Cheers, Jason-