topic Account sign in problem in Mobile Apps & Websites

Account sign in problem

MySky99 — Tue, 10 Mar 2026 12:08:22 GMT

I haven't tried to sign on to my online account in a long time. It won't accept my userid. The reason I was trying to sign in is that when I try and use catch up tv it says Download failed. I understand that it might be to do with my Sky package but I used to be able to download programs. Sky seem to have made it impossible to speak to anyone.

Re: Account sign in problem

caesarome — Tue, 10 Mar 2026 13:39:04 GMT

@MySky99

When you enter your ID and password what onscreen message do you see ?

Re: Account sign in problem

MySky99 — Tue, 10 Mar 2026 13:55:22 GMT

This is signing on with my PC not a mobile phone app. The screen says Hello Sign in to Sky and to enter email or user name. I enter my user name and it doesn't recognise it. It says Ooops something went wrong try later. One of the reasons for signing on is that my email address has changed and I need to update it. I can't find any option on the Sky website or when phoning for my user sign on problem.

Going back to my original reason for trying to sign in, it was to check what package I'm on. In the meantime I've tried downloading a BBC catch up oprogramme and that worked. I tried downloading another Channel 4 catchup programme and it failed. I don't know what the problem is with Channel 4 catch up.

Re: Account sign in problem

Danz994 — Tue, 10 Mar 2026 16:34:08 GMT

Hi there, 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