@Sophie-_-
We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” if it is available should be the number to use:
https://www.sky.com/help
You can also contact Sky via social media:
https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295
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