topic Re: Another 'Sky Marketplace Missed Payments' thread... in Account & Billing

Another 'Sky Marketplace Missed Payments' thread...

4ndyH — Tue, 03 Feb 2026 11:01:29 GMT

So... I can see from searching the forum that this is not an isolated problem. For reasons (I think my card must have expired), my last 4 payments for Paramount+ Standard have failed in Sky Marketplace. I've changed my payment method to my current back card, but this still leaves the outstanding £9 to settle. Despite there being a help-link, the 'guidance' isn't very helpful... no 'make a payment' links or any obvious way to settle the debt. My Sky Q box just says to call Sky to make a payment, which I have and spoken to two departments on the phone and two more in live chat, but no-one at Sky seems to know how to take payment!

Yes there is a 'make a payment' link on the TV bill side, but that gets applied to my TV bill, which is separate from the Marketplace... there literally doesn't appear to be any way of settling the outstanding Marketplace payments! So how do we/I settle it? I want to make the payment but how??

Re: Another 'Sky Marketplace Missed Payments' thread...

caesarome — Tue, 03 Feb 2026 11:31:31 GMT

@4ndyH

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: Another 'Sky Marketplace Missed Payments' thread...

ItWasAllMichele — Tue, 03 Feb 2026 12:29:12 GMT

Thanks for escalating this @caesarome . We’ve sent an invite to chat.

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

Re: Another 'Sky Marketplace Missed Payments' thread...

4ndyH — Thu, 05 Feb 2026 10:00:52 GMT

Ok, progress update...

Discussed it in private message as above, explained the situation etc. and was given a new Sky number to call to 'speak with the right team': ending in 141. So I called the above number... and got through to Sky's standard voicemail responder 😑

Skybot: "Please say in a few words what your call is concerning"
Me: "I need to speak with someone in Sky Marketplace."

Skybot: "I'm sorry, that's too complicated. Try with fewer words, like 'pay my bill', etc."

Me: "I have an outstanding Marketplace bill to pay."

Skybot: "Give me your postcode"
Me: gives postcode
Skybot: "Good news, your balance is zero! Would you like to pay towards next months TV bill?"
Me: "...." (no because that would go towards my normal Sky TV bill and wouldn't settle the outstanding £9 Marketplace bill!)

So yeah... back to square one 🙄

Re: Another 'Sky Marketplace Missed Payments' thread...

MarkGoldsmith — Thu, 05 Feb 2026 10:11:06 GMT

@4ndyH wrote:
Ok, progress update...

Discussed it in private message as above, explained the situation etc. and was given a new Sky number to call to 'speak with the right team': ending in 141. So I called the above number... and got through to Sky's standard voicemail responder 😑

Skybot: "Please say in a few words what your call is concerning"
Me: "I need to speak with someone in Sky Marketplace."
Skybot: "I'm sorry, that's too complicated. Try with fewer words, like 'pay my bill', etc."
Me: "I have an outstanding Marketplace bill to pay."
Skybot: "Give me your postcode"
Me: gives postcode
Skybot: "Good news, your balance is zero! Would you like to pay towards next months TV bill?"
Me: "...." (no because that would go towards my normal Sky TV bill and wouldn't settle the outstanding £9 Marketplace bill!)

So yeah... back to square one 🙄

@4ndyH if you say nothing when the bot first answers, it should end up with it then putting you into the queue to talk to someone

Re: Another 'Sky Marketplace Missed Payments' thread...

4ndyH — Thu, 05 Feb 2026 10:18:09 GMT

Tried that a couple of times... for me at least it just said 'goodbye' after 10 or so seconds and hung up 🤷‍♂️

Re: Another 'Sky Marketplace Missed Payments' thread...

4ndyH — Thu, 05 Feb 2026 10:46:21 GMT

Update: half-using Mark's suggestion of saying nothing, I found if you keep schtumm, the bot will ask you a couple of times then it will give you the option to 'press 1 to do X, press 2 to do Y, etc.'... which after pressing 5 for billing and jumping through another series of hoops will get you to a person!

Explained to the person that I need to speak with the Marketplace department, which she thought didn't exist but she went off to check. Came back after a few moments and said she could take the outstanding payment over the phone. So I have now successfully paid the outstanding £9 to Marketplace... woo and indeed, hoo.

I still can't view Paramount+ yet but looking on Marketplace it says 'renewal in progress', so I'll give it a while to unbunch its underwear and see how we go. Step in the right direction though, I think 🤔

Re: Another 'Sky Marketplace Missed Payments' thread...

Smallville79 — Mon, 09 Mar 2026 16:14:52 GMT

Hallelujah...Just managed to do this and finally got through to someone who after putting me on hold for a while must have spoken to someone who knows what they are doing. He took my payment over the phone. Still cant access Paramount+ yet but as said will also give it a bit to refresh in the system. Cheers 👍 onwards and upwards. He also updated my package wich ended up saving me £9 a month without losing anything I already had.

Re: Another 'Sky Marketplace Missed Payments' thread...

4ndyH — Mon, 09 Mar 2026 17:03:05 GMT

I would say possibly don't count your chickens yet... mine is still stuck on 'Renewal in progress' over a month later and I still don't have Paramount+ via Sky. They haven't taken any more payments either though, so I've gone to Paramount direct and re-signed up with another email... does mean I don't get the Sky discount but I'm not too bothered about a few quid if it means I stay in control of it.