@LauraL90
You are going to need to call Sky for help with this.
If you have a Sky Mobile or Sky Talk landline phone then you can call Sky for free via the 150 number. Or under "Need more help ?" at the bottom this page is the number to call, it might take a few seconds to appear, if you are in Ireland make sure the flag in the bottom right is changed to the ROI so you see an 0818 number:
https://www.sky.com/help
Just ignore the messages at the start of the call and remain on the line for as long as you can and don't hang up when asked to do so.
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