topic Re: Cannot sign in in Account & Billing

Cannot sign in

AndyWright67 — Wed, 09 Sep 2026 10:12:11 GMT

I've just signed up for Sky Broadband and received the confirmation email.

When I try to sign in to check the order I receive the error "We can't find an account matching that email address or username". I am of course using the same email used to sign up to Sky.

I'm moving from Now Broadband so I wondered if there was a clash with the account there which I believe is held on the same systems as Sky?

Re: Cannot sign in

Coley-W95 — Wed, 09 Sep 2026 11:21:25 GMT

Hi there @AndyWright67, welcome to the Community Forum. Sorry to see that you've experienced some issues with logging into your online Sky account. 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: Cannot sign in

AndyWright67 — Wed, 09 Sep 2026 11:49:05 GMT

Hi,

I managed to speak with a Sky agent. It seems I should have received an email containing the account number, and that from there I'd be able to "link the account". Apart from the order confirmation I haven't had any other emails, and he said the system wasn't allowing him to resend the account details email. He thought this might be because it's a new account and I was advised to wait 72 hours and see if any further emails are received.

I'll leave it there for now and hopefully something will come through.

Thanks.

Re: Cannot sign in

Danz994 — Wed, 09 Sep 2026 12:33:30 GMT

Hi @AndyWright67 Thanks for getting back to us. I'm glad to see you were able to speak with someone regarding this 🙂 Yeah it can take a few days for this email to come through. You know where we are if you need us again. Thanks, Danielle