topic Re: Verify Identity problem in Account & Billing

Verify Identity problem

brianieface — Tue, 17 Feb 2026 12:22:32 GMT

I'm going bananas with frustration here.

Just ordered a Sky Glass TV, got the confirmation message - logged onto MySky, saw a message saying I needed to verify my identity for the credit sale agreement.

I have tried on the MySky app, on a Safari and then Chrome browser on my phone. I have tried using Chrome on my Mac - and every single time I get an error. I tried calling the helpdesk, but the guy I spoke to was as useless as a chocolate teapot. Am borderline about to cancel my order here - can any human being in Sky help please?

Unable to verify

Unfortunately we were unable to verify your identity. Please ensure that:

Re: Verify Identity problem

DaveDrizen — Tue, 17 Feb 2026 12:48:38 GMT

You can't talk to Sky y on this forum we are all just users try calling phoning Skys not the help desk for department wher place orders.

Re: Verify Identity problem

MarkGoldsmith — Tue, 17 Feb 2026 12:50:33 GMT

@brianieface wrote:
I'm going bananas with frustration here.

Just ordered a Sky Glass TV, got the confirmation message - logged onto MySky, saw a message saying I needed to verify my identity for the credit sale agreement.

I have tried on the MySky app, on a Safari and then Chrome browser on my phone. I have tried using Chrome on my Mac - and every single time I get an error. I tried calling the helpdesk, but the guy I spoke to was as useless as a chocolate teapot. Am borderline about to cancel my order here - can any human being in Sky help please?

Unable to verify
Unfortunately we were unable to verify your identity. Please ensure that:

@brianieface to see if they can help this has been escalated to the Sky Messaging team who should be in touch with you regarding this problem via a colourful chat bubble which will appear at the bottom of this page.

You may need to refresh your browser for the chat bubble to appear.

Responses from the messages team aren't immediate so you need to check the chat often to see when they are replied. The chat bubble will also be present for 48 hours. Its worth noting the messaging team will ask you to verify your identity so they can confirm you are the account holder.

More information on the escalation process can be found here:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Verify Identity problem

brianieface — Tue, 17 Feb 2026 13:11:08 GMT

You are too kind, thank you very much.

Re: Verify Identity problem

Jason- — Tue, 17 Feb 2026 14:25:18 GMT

Hello @MarkGoldsmith, thanks for making us aware of this. I'll drop @brianieface an invite now and we can help 👍🏻

Cheers, Jason-