topic Re: Account not linking in Account & Billing

Account not linking

bexsut — Sat, 18 Jul 2026 06:12:08 GMT

Hello all, I'm really hoping someone can help. I've spent 2hrs 30min on the phone over 2 days and no further forward!

I had a sky glass tv account, just paid for the tv and no sky, this has been paid off. I have tried to get a contract out, payment upfront has came out of my selected bank and I need to link my mobile account up to sign the credit agreement but every time I put in my surnam, postal code then tge last 6 digits of my bank account number it is coming up with the below message! All of these details are correct, like I said above the payment upfront has already came out of my bank. Please can someone help me before I check myself into a mental hospital!! 🙏🏼 thank you! 😊

Re: Account not linking

caesarome — Sat, 18 Jul 2026 08:36:19 GMT

@bexsut wrote:

I had a sky glass tv account, just paid for the tv and no sky,

Can you explain a bit more what you mean by this, have you paid the Sky Glass TV off in full, are you a paying Sky TV customer or have you left and now returned ?

Re: Account not linking

bexsut — Mon, 20 Jul 2026 14:41:11 GMT

Hello, so I bought the sky tv as a package, I then cancelled the sky subscription and was just paying the tv. The tv is now paid. I have then went to take out a mobile contract with them which I need to sign the credit agreement. Every time I click on the link to set up my sky id, it asks for my surname, postcode and then the last 6 digits of my bank account number - I have already paid the upfront fee. It is then stating that the details I have put in does not match those on record. The woman said this is sorted now after raising with the tech team - is it not.

Re: Account not linking

caesarome — Mon, 20 Jul 2026 15:22:45 GMT

@bexsut

Your Sky TV account and mobile are separate so are you logged in with the same details that were used when placing the mobile order ?

Re: Account not linking

bexsut — Mon, 20 Jul 2026 16:47:01 GMT

I done it over the phone and gave them my email address for the account I already have.

Re: Account not linking

caesarome — Mon, 20 Jul 2026 18:18:45 GMT

As per the image you have posted, have you tried using your credit card details ?

Or the account number that might be on any emails you ahve had about the order that was placed ?

Re: Account not linking

bexsut — Mon, 20 Jul 2026 18:36:42 GMT

I didn't pay via credit card, the payment upfront for the phone was taking from my current account. I've tried to look for an account number for sky on the emails I've received but there is nothing there. Quite confusing.

Re: Account not linking

caesarome — Mon, 20 Jul 2026 18:55:23 GMT

@bexsut

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, so if the bubble hasn't appeared by 9pm it will be tomorrow that they will contact you by it:

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 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 not linking

arcadeavenger — Mon, 20 Jul 2026 19:18:30 GMT

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

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

Re: Account not linking

bexsut — Tue, 21 Jul 2026 08:30:45 GMT

Thank you!!