topic Re: My account is not authorised to use the my sky app in Mobile Apps & Websites

My account is not authorised to use the my sky app

Apex — Wed, 18 Dec 2024 07:38:04 GMT

Hi, I'm a new sky customer who recently got sky mobile, when I try to use the my sky app, I get told my account is not authorised, I have restarted my phone, uninstalled the app etc. nothing works

Re: My account is not authorised to use the my sky app

caesarome — Wed, 18 Dec 2024 09:50:16 GMT

@Apex

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: My account is not authorised to use the my sky app

Mr+Flibbles+86 — Wed, 18 Dec 2024 11:14:58 GMT

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

Re: My account is not authorised to use the my sky app

Tom-W19 — Sat, 21 Dec 2024 17:23:33 GMT

Hi @Apex

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: My account is not authorised to use the my sky app

marcham61 — Sun, 29 Dec 2024 09:27:41 GMT

i have the same problem and cannot get through to sky to sort

Re: My account is not authorised to use the my sky app

caesarome — Sun, 29 Dec 2024 09:39:40 GMT

@marcham61

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

Re: My account is not authorised to use the my sky app

jerry+wiseman — Sun, 29 Dec 2024 10:22:13 GMT

To Tom, at sky.

What about the others who have the same problem? When are sky going to send some Comms to explain what went wrong with your system in early December that's locked people out from their account when trying to use the MySky app? This impacts people of significant length of service and as a result we cannot utilise it or partake as sky VIP,s. So ironically your are now penalising VIPs for being such! So, how do you think that will pan it for future customer retention?

Re: My account is not authorised to use the my sky app

caesarome — Sun, 29 Dec 2024 10:32:24 GMT

@jerry+wiseman

I have escalated your post as well.

Re: My account is not authorised to use the my sky app

GD1 — Sun, 29 Dec 2024 10:37:17 GMT

@jerry+wiseman Your other multiple posts across different threads have been removed including your most recent one you raised after getting a reply here to advise your issue has been escalated to Sky.

Creating multiple posts in this way can be seen as spamming and is against the forum rules

Re: My account is not authorised to use the my sky app

jerry+wiseman — Sun, 29 Dec 2024 10:40:52 GMT

I could say the same to you about spamming me each week with nonsense replies. Just sorting it out and we can all move on.

Re: My account is not authorised to use the my sky app

GD1 — Sun, 29 Dec 2024 10:49:11 GMT

@jerry+wiseman I'm not sure what replies your referring to but you do realise we are all customers here, I don't beleive I've ever spammed your or the community with nonsense replies. Feel free to point these rep,ies out?

BTW as this IS a customer helps customer community plenty of people will reply to posts. That is not spamming.

Re: My account is not authorised to use the my sky app

JulesMm — Sun, 29 Dec 2024 10:55:07 GMT

I still have the same issue. Currently on hold to Sky again but feel more hopeful this time. I have talked with three operators today but the last one is looking into I hope. I would like to enter the competitions and see my rewards or book a VIP lounge. The operators manager is now liaising with the MySky app team. I have flagged its not just me but many of us as they say they haven't heard of this before. Mine worked fine for 7 years.

It's annoying that the other threads are being deleted as this fuels the fire that no one else has this issue.

I have uninstalled and reinstalled the app, cleared the cache,

logged in via sky.com, I was even asked to download the app onmy daughters iPad and log in there and no difference.

Re: My account is not authorised to use the my sky app

jerry+wiseman — Sun, 29 Dec 2024 10:56:35 GMT

My apologies. I see a number of supposed escalations from people purporting to be from sky, my assumption was that you were one.

You are though removing my posts. So off to X then instead. 🙂

Regards

Re: My account is not authorised to use the my sky app

jerry+wiseman — Sun, 29 Dec 2024 10:59:55 GMT

Yes, there is an edict to delete threads to create the impression it's not a big deal. It happens a lot. ( A great number of threads dating back to 2022 when I first started looking early December seem to have gone, unless I'm just not looking properly)

I'm afraid you are unlikely to get a proper response. I've had an official complaint lodged for weeks and they admit that they simply cannot get the app/it team to respond. Very strange

Re: My account is not authorised to use the my sky app

GD1 — Sun, 29 Dec 2024 11:09:00 GMT

@jerry+wiseman Creating duplicate posts is unhelpful more so when you've had a post about the issue your experiencing escalated to a member of the Community Messaging Team who are Sky staff. Any Sky staff are labelled as such.

Threads from 2 years ago are routinely archived regardless of subject.

Re: My account is not authorised to use the my sky app

jerry+wiseman — Sun, 29 Dec 2024 11:12:08 GMT

Escalation does not work.

Re: My account is not authorised to use the my sky app

Addie15 — Mon, 30 Dec 2024 08:57:07 GMT

Hi there! Thank you for escalating this. We have sent an invite to @jerry+wiseman.

Re: My account is not authorised to use the my sky app

Addie15 — Mon, 30 Dec 2024 08:57:45 GMT

Hi there! Thank you for escalating this. We have sent an invite to @marcham61.

Re: My account is not authorised to use the my sky app

jerry+wiseman — Mon, 30 Dec 2024 09:20:01 GMT

What exactly does 'escalating' mean please? I see it a lot and as there is rarely any follow up I take it it means 'sent to some inbox somewhere'. Can I be given that contact areas details please, so I can 'escalate' in person?

Re: My account is not authorised to use the my sky app

caesarome — Mon, 30 Dec 2024 09:40:11 GMT

@jerry+wiseman

Escalating means you post has been alerted to Sky;s messaging team, this link explains how it works:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

You now have 24 hours to start the chat to Sky via the bubble that you should see at the bottom of this page so they can help you with this. If you fail to then the chat will be closed. It isn't a live chat so there might be a delay in their replies to you.