topic Unable to update my contact number in Account & Billing

Unable to update my contact number

Ann174 — Thu, 28 May 2026 19:35:21 GMT

I'm unable to update my contact number, each time I try it keeps saying 'Your number cold not be updated, please try again later'.

I've tried it on the app and on various internet browsers.

I need to change it as the two step verification is sending the codes to an old number

Re: Unable to update my contact number

caesarome — Thu, 28 May 2026 20:59:58 GMT

@Ann174

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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: Unable to update my contact number

Danz994 — Fri, 29 May 2026 10:13:00 GMT

Good morning @caesarome Thanks for making us aware of this. While we're unable to update contact details on this platform I can send @Ann174 an invite to ensure she's given correct contact details to call. Thanks, Danielle

Unable to edit my phone number

Ann174 — Mon, 01 Jun 2026 20:04:21 GMT

Been trying to edit my contact number now 2 stage verification is mandatory but it keeps saying 'unable to edit details, try again later'.

I've tried it using several browsers as well as on the app and nothing works, I also created a post on this forum last Friday asking this question but yet to recieve an answer.

Thanks

Re: Unable to edit my phone number

Mark39 — Mon, 01 Jun 2026 20:13:27 GMT

@Ann174 what happened with the private chat with Sky that was arranged for you? Did you call the number Sky gave you?

Re: Unable to edit my phone number

Ann174 — Mon, 01 Jun 2026 21:40:37 GMT

I clicked the bubble at the bottom of the page when prompted but didn't see a number to call

Re: Unable to edit my phone number

caesarome — Mon, 01 Jun 2026 21:45:18 GMT

@Ann174 wrote:

I clicked the bubble at the bottom of the page

And you typed in it to start the conversation ?

Re: Unable to update my contact number

Ann174 — Mon, 01 Jun 2026 21:47:13 GMT

I believe so, I'm 85 years old and this seems very compilcated

Re: Unable to update my contact number

caesarome — Mon, 01 Jun 2026 21:54:16 GMT

If you did type in it, did you see the reply Sky sent you ?

Re: Unable to update my contact number

Ann174 — Mon, 01 Jun 2026 21:57:51 GMT

No I didn't get a reply, that's why I asked the question again in the forum

Re: Unable to update my contact number

caesarome — Mon, 01 Jun 2026 22:04:30 GMT

In that case you might want to call Sky tomorrow so they can update it for you.

Re: Unable to update my contact number

Ann174 — Mon, 01 Jun 2026 22:07:44 GMT

Ok, this seems a very complicated way to update a very simple thing