Can't change payment method

[Lin6]

I tried to change my payment method on SKY website and app. Neither of them worked. There was just a blank page. Apparently other people have had this problem too. I wonder how it was solved? Thanks!

[Daniel0210]

@Lin6 

Your two other posts asking the same have been removed. 

Have you tried the advice on this link? Have you changed browser and cleared your cache? 
https://www.sky.com/help/articles/change-payment-method-or-date 

[Lin6]

Yes, I have tried everything. And I called the customer service. It said something went wrong and put me in line for an expert (human), but the waiting time was 40 minutes plus. 

[Daniel0210]

@Lin6 

You will have to persevere on the phone. I don't think this is something the Messaging Team can assist you with. 

Incidently if you're a new customer you have to wait for two payments to go through before you can change the date if that's relevant. 

[Lin6]

Thank you for your reply. Yes, I am a new customer, but I would like to change the payment method, not the date, as I just changed a bank card. It's very frustrating. 

[SKY1992bf]

@Lin6  You can't change either the date or method until your account has gone through two full billing cycles 

you also won't be able to change if payment is pending over the next few days 

[Lin6]

Thank you for your reply. But if I cannot change my payment method, how can I pay the bill? This is the email I received yesterday: 

'Unfortunately, we have been unable to collect your latest bill using the card you provided. This means that there is now £26.00 overdue on your Sky account.

Don't worry though; we will automatically re-attempt to collect from your card over the next week. This means it's important to ensure that your details are up to date and that there are funds available to cover the amount due, so you can be sure of keeping your Sky Services active.

Failure to make payment may result in a late payment fee of £10.00 being applied to your account.

It's quick and easy to view your Sky account and update your payment details (including changing the day of your payment to something more convenient), you can either:

Use My Sky app

Go to My Sky

Press Interactive on your Sky remote' 

[SKY1992bf]

@Lin6  Is the card sky tried to take the money from still valid or has the expired date passed 

[Lin6]

@SKY1992bf  The card has been canceled by the bank because of a fraud transaction. 

[SKY1992bf]

@Lin6  I've asked about this in the closed forum and I'll get back to you if I get any information as I'm not sure what the process is in this situation 

[SKY1992bf · Accepted solution]

@Lin6  Apparently as you pay via card sky only attempt to take payment once therefore you would now need to pay manually and setup a new continuous payment method 

so to pay use the relevant section on the link below 

https://www.sky.com/help/articles/make-a-payment

to setup a new continuous payment method use the relevant section of the link below 

https://www.sky.com/help/articles/change-payment-method-or-date

[Lin6]

Thank you! I will make the payment via this link.