topic Re: SKY ID restricted and order missing in Account & Billing

SKY ID restricted and order missing

Emm421 — Tue, 17 Feb 2026 15:56:09 GMT

Yesterday evening I upgaded my account online and ordered Sky Glass Air and Max broadband. They took a upfront £20 payment but I have received no email confirmation, no orders pending on my account and now I cant access MySky on my phone. I also cant see my personal details on my account as itssaying Im not authorised to do so and its a restricted area. Havent clue what is going on, dont know whether my order has been processed and dont know how to deal with account restrictions. Is it possible your account can be hacked?

Re: SKY ID restricted and order missing

DaveDrizen — Tue, 17 Feb 2026 16:02:49 GMT

If you have SkyQ at present can you access MySky on you Sky box?

Re: SKY ID restricted and order missing

Emm421 — Wed, 18 Feb 2026 15:24:05 GMT

No I cant access on there either. Ive also still not received confirmation on email of the order I placed on Monday for an upgrade of Sky Glass and Broadband Max upgrade.........

Re: SKY ID restricted and order missing

caesarome — Wed, 18 Feb 2026 15:48:52 GMT

@Emm421

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: SKY ID restricted and order missing

arcadeavenger — Wed, 18 Feb 2026 16:21:39 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.