Account wrong

[Cheryl1233]

Has anyone had any problems with accounts.. In 2022 I ordered a phone and didn't think it had gone thru so ordered another, two turned up with different account numbers, one phone was returned and I kept one. For two year I've been paying and now it's come to the point I want to upgrade.. problem is my account is linked to the account number of the returned phone. I've been trying to sort this problem out for hours and getting no where at all! It's locked me out of my sky app and I have zero info. Honestly never been so fed up over something you'd think would be a easy fix 

[caesarome]

@Cheryl1233 

All you should need to do is to login to the correct account or if you haven't already then set one up using the acciunt number for it.

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

https://www.sky.com/myaccount/my-details

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

[Cheryl1233]

Tried it all! It's saying my access is restricted. I've been on the phone for 5 hours and was promised a call back at 5pm but it didn't happen 

[caesarome]

---

@Cheryl1233 wrote:

Tried it all! It's saying my access is restricted

---

If that is on the old account then all you should need to do is to setup a new one using a different email address with the correct account number.