topic Re: I Can't Access VIP in Account & Billing

I Can't Access VIP

MarcUK0123 — Thu, 29 Jan 2026 15:58:41 GMT

I joined Sky mobile in September last year. And when I go in the Sky app, go to the VIP section, there's a button with "Find out more", and when I click it I get a page that says "We're really sorry, but you can't join Sky VIP right now." None of the 5 reasons it gives apply.

I previously had Sky TV, but that was over 8 years ago. I found an old email and the account numbers are different, but the same email address is used.

I read that having the same email address on two accounts might be the issue, but I no longer have access to the old TV account.

Is there a solution? Thanks. 🙂

Re: I Can't Access VIP

caesarome — Thu, 29 Jan 2026 16:07:31 GMT

@MarcUK0123

To be clear, is this email address also still attached to your old account as well as the one you are using now ?

Re: I Can't Access VIP

MarcUK0123 — Thu, 29 Jan 2026 16:55:54 GMT

Yes that's right. The old sky tv account uses the same email address as the sky mobile account.

Re: I Can't Access VIP

caesarome — Thu, 29 Jan 2026 17:09:56 GMT

Have you tried removing the email address from your old account so it is only being used in your current one ?

Re: I Can't Access VIP

MarcUK0123 — Thu, 29 Jan 2026 17:29:23 GMT

I can't remember how I did it when I got the sky sim, but the account numbers are different, and I no longer have access to the old account as they both use the same email address, so password recovery will only work on the sky mobile account. 😕

Re: I Can't Access VIP

caesarome — Thu, 29 Jan 2026 17:31:49 GMT

@MarcUK0123

To get you some help 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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: I Can't Access VIP

Brill+Gill — Fri, 30 Jan 2026 09:02:00 GMT

Hi @caesarome, thanks for escalating this. We’ve sent @MarcUK0123 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: I Can't Access VIP

MarcUK0123 — Sat, 31 Jan 2026 17:56:10 GMT

After talking with them, the only option they can give me is to call in and chat to the vip team to access the offers, as they can't fix whatever is wrong.

I've read in other posts that the email address used across multiple sky accounts might be the problem, so as a last resort I changed mine, uninstalled the app, restarted phone, reinstalled the app (for the 3rd time lol) and logged in with the new email. VIP works now. 🙂

Thanks everybody. 🙂