Changed account email addresses but messages still being sent to old email address

[LincolnCathedral]

I changed my Sky account email addresses on 9 August 2025 but I am still receiving all emails from Sky in my old email address inbox.

To clarify I changed the email address for both the household account email and the Sky ID email and I now log into my account using the new email address.

I've been waiting for the communications from Sky to start being received in my new email address inbox but this has yet to happen.

I don't know if this is related, but I've also noticed that my Household Communications preferences are set to On for emails but the Sky ID Communications toggle is not set to On (It's greyed out). I've now tried on two occasions to edit the Sky ID toggle to the On position but the toggle later reverts to greyed out.

I'd welcome some help to get my emails going to my correct email address, please.😊

[MightyQuinn]

Hi @LincolnCathedral   I don't know if it will work, but have you tried unsubscribing from emails to the wrong address (at the bottom of the email) and then subscribing from your new email address marketing preferences.

[LincolnCathedral]

Hi @MightyQuinn thank you for your suggestion.

I'm a bit hesitent about doing that because once I unsubscribe from my old email address, I may well find won't have any way to monitor the email activity ..

I won't disregard what you say though, but I'll wait a bit longer to see if there's any other suggestions.

[LincolnCathedral · Accepted solution]

I think my issue has been resolved 😁

I happened upon a phone number for a 'Sky Expert' - long story short, despite me updating me email addresses in my account myself, apparently I still had to get my 'primary' email address held by Sky to be updated by them within their records  (how are we supposed to know that?)

Anyway, a straight forward process and it's now all sorted. For the benefit of others, it would be great to see this guidance made openly available in the online help pages.

[LincolnCathedral]

I'm appalled to report that the reply I tried to send including the phone number I used has been blocked on the basis the information can identify me!

I've been instructed to remove the phone number from my reply .. 

Incredulous that Sky seem to be deliberating hiding helpful information for its customers ..