topic Re: Subscription payment failed in Account & Billing

Subscription payment failed

DebbieB1979 — Sun, 21 Jun 2026 07:43:21 GMT

Hello. I have seen similar posts but my disney plus payment failed yesterday as I had a new debit card and didnt realise these details were used for disney subscription. I called yesterday and was told I could make payment online today but can't. It seems noone knows how to clear. Can anyone tell me who I can contact as seems wrong this had the potential to impact my credit file when the same day I called to resolve but Sky can't help.

Re: Subscription payment failed

Coley-W95 — Sun, 21 Jun 2026 09:37:09 GMT

Hi @DebbieB1979 sorry to see that you've been experiencing issues with making a payment for your Disney+ subscription. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Subscription payment failed

portern75 — Mon, 27 Jul 2026 16:24:20 GMT

Did you get anywhere with this?

I have the same issue and zero people seem to be able to help me!!!

I have tried calling Disney - they say call Sky - Sky then say call Disney

its a joke that something like this could go on a credit record when there is nobody who seems able to help

Re: Subscription payment failed

DebbieB1979 — Mon, 27 Jul 2026 21:11:23 GMT

Unfortunately not sorted. I'm now at a point that I'm going to have to go through to customer retentions to see if they can remove my disney plus from my account altogether so i can take my subscription elsewhere and if not, I will have to leave Sky.

I've never known a company be so hard to make a payment to!

Re: Subscription payment failed

portern75 — Mon, 27 Jul 2026 21:14:06 GMT

They truly are appalling. 2hrs on the phone to them. An hour to disney and nobody seems to want to help or rake my money. Ive made a formal complaint

Re: Subscription payment failed

DebbieB1979 — Mon, 27 Jul 2026 21:20:58 GMT

GI've done that and its done no good! I was advised payment would be taken again but this was at my next payment date and that payment is now stuck and hasn't tried to be taken.

Sky should not be offering marketplace subscriptions until they have a way of coping with failed payments. I had no idea my payment coming from a now expired debit card and that this could cause so many issues. I've spoken to dozens of people and wasted hours of my time on calls

Re: Subscription payment failed

lainys — Tue, 28 Jul 2026 08:56:45 GMT

Hi there @DebbieB1979 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Subscription payment failed

killy119 — Thu, 30 Jul 2026 08:59:43 GMT

I'm having the same problem. My card details changed just as payment was due. I can't seem to find any way of paying my Disney and paramount+ add free upgrade via marketplace despite several phone calls. Did you ever get sorted ?

Re: Subscription payment failed

DebbieB1979 — Thu, 30 Jul 2026 09:02:09 GMT

No. I'm still awaiting a resolution. One failed payment and then the next month payment has got stuck and didn'teven try to be taken. There is no easy way to sort unfortunately

Re: Subscription payment failed

portern75 — Thu, 30 Jul 2026 09:02:43 GMT

No - it's ridiculous

Sky is saying pay Disney; Disney are saying pay Sky!!

I even have an email from Sky stating that, as it is a 3rd party provider, you pay Sky - customer services (or lack of) still insist it's Disney

Now I have no access to Disney, and my account is restricted - all due to there being no way to settle the debt

Stupid

Re: Subscription payment failed

-Heather- — Thu, 30 Jul 2026 12:15:25 GMT

Hi @killy119, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Subscription payment failed

portern75 — Thu, 30 Jul 2026 12:30:15 GMT

They dont/Cant actually help though

I have raised a SERIOUS complaint this morning about a credit check that was unauthorised - yet no response

Re: Subscription payment failed

Daniel0210 — Thu, 30 Jul 2026 13:06:42 GMT

@portern75

All complaints are dealt with equally, there's no serious complaint category.

Once received Sky have up to six weeks to resolve a complaint before a deadlock letter can be requested allowing you to take it further.

Re: Subscription payment failed

portern75 — Thu, 30 Jul 2026 13:12:22 GMT

thanks for that

then let me phrase it differently - "I have raised a complaint about a serious issue that occured this morning"

Re: Subscription payment failed

killy119 — Thu, 30 Jul 2026 13:14:37 GMT

4th phone call this morning as payment still not out of account despite being told that it would automatically be billed after 10 days.. It's only £7 in total but I hate having outstanding bills and just want to clear the balance.

the worst thing was that the bank blocked my card automatically as sky market place put through a £0.00 transaction which the bank deemed suspicious. This coincided with my billing date for the Disney and paramount ad free upgrade. The joys of technology. 😡

Re: Subscription payment failed

DebbieB1979 — Thu, 30 Jul 2026 13:17:14 GMT

From what i understand, they will not try and take another payment - that only happens with sky producers and not marketplace. The next payment will then not go through as a failure shows on your account. I've now had it escalated to the IT team and been told they may try and take 2 payments on my due date or it could come out at any time. I have no confidence