topic Re: Phone not showing on app in Account & Billing

Phone not showing on app

Jimmy19 — Wed, 04 Feb 2026 09:52:43 GMT

I changed my email address when I bought my partner a phone. Now my phone isn't showing on the MySky app and the old email has no user assigned. I can't then see the details of my own phone.

Re: Phone not showing on app

caesarome — Wed, 04 Feb 2026 10:06:04 GMT

@Jimmy19

Do you use this email address as a login to your account because if you do try using it again as you did before.

Re: Phone not showing on app

Jimmy19 — Wed, 04 Feb 2026 10:07:00 GMT

Yes, my phone doesn't show.

Re: Phone not showing on app

caesarome — Wed, 04 Feb 2026 10:08:34 GMT

@Jimmy19

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: Phone not showing on app

Jimmy19 — Wed, 04 Feb 2026 10:16:07 GMT

Thanks

Re: Phone not showing on app

TSMandez — Wed, 04 Feb 2026 11:37:15 GMT

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

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

Re: Phone not showing on app

Jimmy19 — Sun, 08 Feb 2026 00:02:45 GMT

All sorted many thanks!