topic Re: Sky app not responding in Account & Billing

Sky app not responding

Joseph73 — Wed, 23 Sep 2026 17:34:38 GMT

Hi,

I cannot access my existing Sky account through either the My Sky app or the Sky website.

I can sign in with my existing Sky ID, but I am then taken to “Let’s find your account” and asked to enter my postcode. My correct postcode is rejected with the message:

“An error occurred. Please check the details and try again later.”

I have tried this both in the My Sky app and on the Sky website, with exactly the same result.

I believe my Sky ID is not correctly linked to my existing Sky account. Please could this be escalated to the Sky Messaging / Sky ID account-linking team so they can check and manually link my existing account?

I need access to my existing account because I want to manage my Sky Glass subscription and upgrade my existing 65-inch Sky Glass.

Thank you.

Re: Sky app not responding

caesarome — Wed, 23 Sep 2026 18:32:00 GMT

@Joseph73

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.

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Sky app not responding

Danz994 — Thu, 24 Sep 2026 09:21:34 GMT

Good morning @caesarome Thanks for making us aware of this. We are quite restricted in the support we can offer for Sky ID issues here and can't link/unlink for a customer. We may need to give them a contact number to call but can certainly take a look. I'll send an invite now. Thanks, Danielle