topic Re: recovery code and mobile number not accessible, in Account & Billing

recovery code and mobile number not accessible,

drunkenpotato83 — Sat, 24 Jan 2026 15:15:11 GMT

2 step verification code is being sent to an old mobile number and i dont have access to the recovery code on my sky account

not yahoo mail this is just my sky account

6 digit code being sent to an old phone even though sky have my new number/email etc

and also the serial number on my sky q box dont match even though i read it off the screen

9 different people i spoke to havent helped and im in need of cancelling a sky mobile account because of a price increase which i am able to leave within 31 days - which is approching!

any help whatsoever thanks in advance

Re: recovery code and mobile number not accessible,

Mark39 — Sat, 24 Jan 2026 15:31:45 GMT

@drunkenpotato83 the mobile number used for Verification Codes is not the one shown in your Sky account details, so any updates you've made to it won't make any difference to the number used by 2 step login.

The recommendation when you set up 2 step verification, that you had to acknowledge, was that you make a separate note of the Recovery Code displayed on screen. I'm not sure that it's copied to an email account any more.

You'll have to persevere with Sky, I'm afraid. Without the Recovery Code, only they can turn off 2 step login on your behalf, once they've checked your identity.

Re: recovery code and mobile number not accessible,

drunkenpotato83 — Sat, 24 Jan 2026 15:43:42 GMT

Obviously I know it's been done but I don't remember doing it.

what's bugging me is the other question was serial number off my Q box apparently that's wrong too even though I read it out and got it off the settings on the settings page on the tv. There doesn't seem

To be any other questions they ask.
Thank you for your time anyway

Re: recovery code and mobile number not accessible,

Mark39 — Sat, 24 Jan 2026 15:52:23 GMT

@drunkenpotato83 I don't think that sort of information is kept up to date reliably, unfortunately. My account showed my having a Sky+HD box for at least a year after switching to Sky Q.

Personally I think the importance of making a note of the Recovery Code should be highlighted way more in the setup screen.

You could try raising a complaint, to see if that gets you any further? https://www.sky.com/help/articles/how-to-make-a-complaint

Re: recovery code and mobile number not accessible,

drunkenpotato83 — Sat, 24 Jan 2026 16:14:31 GMT

Yes that's what I've done - if they really want to lose a customer over £10 sim only contract after being with them for so long that's on them.

Thank you again most helpful

Re: recovery code and mobile number not accessible,

Cads99 — Mon, 06 Apr 2026 10:10:10 GMT

I have the same problem having had to change my mobile number after connecting by phone to a scam Sky website. Did you get any way of making the new number active for 2-step verification.

Re: recovery code and mobile number not accessible,

Mark39 — Mon, 06 Apr 2026 10:27:14 GMT

@Cads99 if you no longer have access to the old number, you would have habe to use your Recovery Code to turn off 2 step verification, then set it up again with your new number.