I am unable to enter my postcode into My Sky

[dvnny-blz]

Hello.

I am trying to log into the My Sky app for the first time to view/track my orders, however, when it asks for the postcode (which I confirmed over the phone several times with a Sky agent), it states "An error occurred, please check the details or try again later".

The same thing occurs when trying to access My Sky online. The postcode is correct.

[caesarome]

@dvnny-blz 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent dvnny-blz an invite to chat.

[DF252]

I am having the same problem for over a week now. I've called Sky Customer Services a few times and they just keep telling me to reinstall the app. Done a few times and the same thing keeps happening. 

Can someone at Sky please help me to get this resolved?

Thanks

[Tom-W19]

Hi @DF252 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[DF252]

This still isn't working! I've done everything suggested. What does it take to remedy such a small problem? I can't readily access VIP features etc that should be on my account unless I can get in through the app. Which I haven't been able to do for weeks now. 

[Mark39]

Did you chat with the messaging team? What did they advise?

[DF252]

For ages on Saturday. They said to not autofill my details and try from a non-Apple device. Both done and STILL not working. The issue started when I upgraded my package. It's really annoying. I've also called customer services and they were of no use. 

[lukegriffithsg]

I am having the same issue. 

Could I please get assistance?

[DF252]

Hi there. You have to re-set up your account with a different email address. The first email address I used had been linked to a previous Sky account I had around ten years ago, and apparently it causes issues if you use the same email address again, even though the previous account is closed for ages. You'll have to get customer service to re-link/re-set up your account with the different email address. Inconvenient but sorts the issue out. My app is working fine since I used a different email. 

[HopesHopes]

I have the same issue, but am using a new email and have the problem, I cannot access my account online. Can someone contact me to sort this problem out?

[PhilP54]

I've had this problem for 4 months, since early October 2025.  I've spent hours talking to agents on the phone to no avail.  I've tried 4 different email addresses, but every time I get to the point where I am asked to enter my post code it rejects it.  On my last futile attempt I did talk to Gail at Sky on 28 October who tried for a long time to resolve the issue, but ended up saying that she would pass the case to another team who would contact me the next day.  I'M STILL WAITING!.

I'm losing the will to live.  This is shocking, when they are taking my payments, providing the streaming services, but can't let me access my account so I can change details, see bills, or change products!!!!!!

[caesarome]

@dvnny-blz 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[PhilP54]

This solution has been posted several times.  Good old cut and paste.  Still no contact or solution from Sky.  

Man:  What is it?

Boy:   A router.

Man:  What, from Space?

Boy:  No, from Sky!

At least they got something positive from Sky!

[Alfster_19]

I am also unable to do this when trying to account share with a chosen person, could this be escalated please, thank yoi