topic Re: Issue with My Sky App in Mobile Apps & Websites

Issue with My Sky App

Grahamfff — Thu, 27 Mar 2025 11:30:19 GMT

We have had our Sky installation today.

Wen I go onlien on my computer, i can access my account easily.

However, when I open the phone app, it greets me with Hello [My Name] so I know it 'knows' me.

Lower down, there is a message to "Set-up your account: You have remaining steps to finish your set-up for My Sky."

I click to set up my account, and answer "Yes to the question Are you an exisiting Sky customer?" and to "Do you own one of the following Sky products?"

I then enter my email and password as on the web abd click Sign In and I get a big tick and "Account Set-up complete"

I click "Finish set" upand am taken back to the first screen - ie it greets me with Hello [My Name] and invites me to set up my account - so I am being sent round in a loop.

Can anyone advise me?

Re: Issue with My Sky App

caesarome — Thu, 27 Mar 2025 12:03:27 GMT

@Grahamfff

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: Issue with My Sky App

Grahamfff — Thu, 27 Mar 2025 12:15:40 GMT

Thank you!

Re: Issue with My Sky App

Brill+Gill — Fri, 28 Mar 2025 10:30:12 GMT

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

Re: Issue with My Sky App

Ella41 — Mon, 14 Apr 2025 09:35:31 GMT

I have the same problem - was there a fix?

Re: Issue with My Sky App

Grahamfff — Mon, 14 Apr 2025 12:12:10 GMT

Yes - I simply deleted the app and reinstaled it! Worked fine than.