topic Re: Account restricted in Account & Billing

Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:15:02 GMT

According to the website and app I have an outstanding bill to pay when I don't so it means I can't look at any other products.

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:16:18 GMT

@Ct4tn3ll

To confirm that your services you have from Sky are working as normal and are not restricted at all and that you are seeing a restricted message when trying to access your online account ?

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:25:49 GMT

When I click on a product to look at like glass or mobile it keeps taking me to a outstanding bill warning page, it's done it for 4 months

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:31:02 GMT

@caesarome wrote:

@Ct4tn3ll

To confirm that your services you have from Sky are working as normal and are not restricted at all

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:32:12 GMT

I can watch tv yes apart from paramount that a lot of people seem to be having issues with

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:34:54 GMT

Do you have an outstanding Sky Marketplace payment for Paramount ?

https://www.sky.com/help/articles/sky-marketplace-active-subscriptions

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:36:10 GMT

It say yes but I can't seem to find anyone who wants to take money to fix it and it was playing up before paramount issues

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:41:54 GMT

Can you see the Market place option here as per this image:

https://www.sky.com/bill/tv-broadband-talk

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:44:36 GMT

Yes but that does nothing I need a solution

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:46:54 GMT

So you don't see the "make a payment" link in the marketplace section as per the image ?

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:48:37 GMT

No it just offers me the chance to pay the main bill

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:52:12 GMT

@Ct4tn3ll

All you can do is to call Sky and explain to them that you have an outstanding marketplace payment that you need to pay.

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:53:22 GMT

Done that didn't work, still doesn't fix my account restriction that started before paramount.

Re: Account restricted

caesarome — Sun, 01 Feb 2026 19:56:15 GMT

So you have made the outstanding marketplace payment to Sky over the phone, if so when did you do this ?

Re: Account restricted

Ct4tn3ll — Sun, 01 Feb 2026 19:58:42 GMT

I rang last Sunday got refunded £9 got told it be sorted obviously not but as I said now for the 4th time this issue started before paramount

Re: Account restricted

caesarome — Sun, 01 Feb 2026 20:11:54 GMT

To see if they can help you 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 so if you havern't been contacted by 9pm it will be tomorrow that contact via here will be made.

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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Account restricted

arcadeavenger — Sun, 01 Feb 2026 20:20:08 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: Account restricted

Koisty170 — Sat, 16 May 2026 09:14:40 GMT

I'm having the same issue and I've found out its because if a missed marketplace payment from like 3 years ago - I can't work out how to pay it and when I phone sky i get transferred to every department possible. Literally just want to try and pay whatever is missing so its not restricted anymore.

Getting quite frustrated now.

Re: Account restricted

caesarome — Sat, 16 May 2026 09:22:57 GMT

@Koisty170

Can you access your bill via the MySky app as I would have thought that if you can that it is here that you can make this payment ?

Re: Account restricted

Koisty170 — Sat, 16 May 2026 09:45:47 GMT

Hi thanks for the reply,

I cant get that far back to my bills unfortunately, it only has them for the past 24 months when I go online, but it was 3 years ago now. I hadnt realised the last direct debit never came out.