topic Re: Your account is not authorised to access the My Sky App in Mobile Apps & Websites

Your account is not authorised to access the My Sky App

ATov — Wed, 23 Oct 2024 12:33:18 GMT

I have always used the My Sky App but recently it logged me out and I haven't been able login since, the message is:

Your account is not authorised to access the My Sky App

I have called to try to resolve this, I was advised to change my password, uninstall and reinstall the app, make sure the software on my phone was up to date, and restart my phone. I have done all of this but I still cannot log in to the app.

Does anyone have a suggestion for this? Thank you 😊

Re: Your account is not authorised to access the My Sky App

caesarome — Wed, 23 Oct 2024 12:42:04 GMT

Are you using a VPN because if you are try disabling it to see if you can then access the app.

Re: Your account is not authorised to access the My Sky App

ATov — Wed, 23 Oct 2024 13:25:12 GMT

Hi, Thanks for your reply.

No, not using a VPN.

Re: Your account is not authorised to access the My Sky App

caesarome — Wed, 23 Oct 2024 15:38:41 GMT

@ATov

To see if they can help you 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:
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 are not instant.

Re: Your account is not authorised to access the My Sky App

Greenfingers001 — Wed, 23 Oct 2024 15:48:03 GMT

Thanks for escalating this. We’ve sent ATov an invite to chat.

Re: Your account is not authorised to access the My Sky App

Leah58 — Thu, 06 Feb 2025 08:17:25 GMT

Hi did you ever resolve this

Re: Your account is not authorised to access the My Sky App

crowers — Sun, 02 Mar 2025 19:30:50 GMT

Was there a solution anyone? I have the same.

Re: Your account is not authorised to access the My Sky App

caesarome — Sun, 02 Mar 2025 19:35:07 GMT

@crowers

What device is this happening on and are you using a VPN ?

Re: Your account is not authorised to access the My Sky App

crowers — Sun, 02 Mar 2025 19:50:21 GMT

iPhone 16 and no VPN. Very frustrating.

Re: Your account is not authorised to access the My Sky App

caesarome — Sun, 02 Mar 2025 20:03:46 GMT

Are you using private relay on your iphone ?

Re: Your account is not authorised to access the My Sky App

crowers — Sun, 02 Mar 2025 20:29:09 GMT

Hi. Thanks for thr reply. No it's turned off.

Re: Your account is not authorised to access the My Sky App

caesarome — Sun, 02 Mar 2025 21:47:31 GMT

@crowers

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.

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: Your account is not authorised to access the My Sky App

Addie15 — Mon, 03 Mar 2025 10:02:59 GMT

HI there! Thank you for escalating this. We have sent an invite to @crowers.

Re: Your account is not authorised to access the My Sky App

JMM4 — Thu, 03 Apr 2025 06:48:32 GMT

Hi. I have had this same issue since last year. I raised a complaint in the end and yesterday someone called me and sorted it. I had to sign out of Sky completely and delete the MySky app.

He then removed my Sky ID completely. I then went to Sky.com/linkmyaccount and signed up again. He monitored it all from his end. Once I had resigned the terms and conditions I could access the app again.

It's been a long and stressful process involving too many calls to count to different people at Sky each time but because my complaint was active for over 8 weeks I got transferred to the complaints team who finally sorted it.

I had suggested they change my Sky ID before but those in the call centre don't have access to do it. Insist on being transferred to someone who can delete the Sky ID if you can.

Re: Your account is not authorised to access the My Sky App

David499 — Sat, 03 May 2025 20:27:50 GMT

I am using private relay

Re: Your account is not authorised to access the My Sky App

caesarome — Sat, 03 May 2025 21:11:54 GMT

@David499

You haven't said what your issue is but if you are seeing the "Your account is not authorised" message then see what happens if you disable private relay.

Re: Your account is not authorised to access the My Sky App

Paultergeist — Thu, 19 Jun 2025 09:21:22 GMT

I am also having this problem. I used to be able to open the MySky app on my phone and see my Sky TV, Broadband and Mobile details but then I moved house and Sky could no longer offer broadband where I lived and since then whenever I open th mySky app, I can only see my tv details. I have uninstalled the app and reinstalled it numerous times, logged out and found that I have two sky ids, one for my tv and one for my mobile but when I log into my mobile account via the web, if I try to see 'My Products' I get a message saying that my account is not authorised to access the mySky app.

I just want to be able to use the MySky app like I used to be able to, to check my TV and Mobile bil,ls and product settings all in one place..

Re: Your account is not authorised to access the My Sky App

Crowers2017 — Thu, 19 Jun 2025 09:25:58 GMT

I contacted sky. They asked me for a different email address to sign in with. They then linked this to my account and kit which resolved the issues.

Re: Your account is not authorised to access the My Sky App

caesarome — Thu, 19 Jun 2025 09:28:47 GMT

@Paultergeist

Have you linked your mobile account to your Sky ID as per this:

https://www.sky.com/help/articles/link-a-sky-id-to-your-sky-mobile-account

Re: Your account is not authorised to access the My Sky App

Paultergeist — Thu, 19 Jun 2025 09:35:54 GMT

I can't find the 'Thank you for ordering Sky Mobile' email. I originally joined Sky 5 years ago using an email address I no longer have access to.