I am unable to sign my credit agreement

[PauB]

I have ordered sky glass today.  I used to have a sky account and sky ID but left 5 years ago.  Now I'm coming back the sales guys asked me to create a new sky ID with a new email address which I have.  I can sign on to my new account and i get a message asking me to sign the credit agreement.  But when I click on it i get taken to a page saying the account holder must sign the agreement and to download the MySky App.  I am the account holder!  I have downloded the My Sky App.  Im just stuck in a loop.  I've tried the app and 3 different browsers on my laptop.  Thinking I've made a mistake coming back to sky!!

[caesarome]

To confirm that when you set up this new ID you did use a diferent email address to the one that was used with your old (now closed) account ?

[PauB]

Thanks

I can confirm that I set the new Sky ID up with another email address as the username (my gmail account)  My old Sky ID uses my old Sky email address as the username.  I still use this old sky email address as my regular email address

[caesarome]

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@PauB wrote:

I still use this old sky email address as my regular email address

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And what email address did you supply as the one you can be contacted by, (not the username) is this the same one that was on your previous account ?

[PauB]

The email i supplied that I can be contacted with, i beleive was the sky.com email, which is my regular email address but also the old skyID username

[caesarome]

The username isn't important here.

Do you know you the login details to the old account so you can check what email address (not the username) that is in that ID ?

Is the same one in both the new and old account ?

[PauB]

it probably is the same contact email, i'll try and log into old account to check - does it need to be different?

[PauB]

OK, ive checked my old account.  The email for the 'Household account' is the same as the 'Household account' on my new ID, ie my original sky.com email

[caesarome]

That might be the issue, so on the old one can you change it to something else, as that account is closed it doesn't matter what you enter there.

[PauB]

ok ive changed the household account email on my old account to somthing different.  it hasnt made a difference yet. not sure if i need to leave it for a bit.  Anther thing that may be relevant.  On my new account under 'My Details' it says "We’ve found an old inactive account linked to your Sky iD. You need to unlink it to enjoy all of your Sky services on your new account."  If you click the button to unlink this account it acutally unlinks the new account not the old one.  then the only choice you have is to add it back in again and youre back to square one.

[caesarome]

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@PauB wrote:

ok ive changed the household account email on my old account to somthing different.  it hasnt made a difference yet. not sure if i need to leave it for a bit. 

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I would leave it until at least tomorrow.

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@PauB wrote:

Anther thing that may be relevant.  On my new account under 'My Details' it says "We’ve found an old inactive account linked to your Sky iD. You need to unlink it to enjoy all of your Sky services on your new account."  If you click the button to unlink this account it acutally unlinks the new account not the old one.  then the only choice you have is to add it back in again and youre back to square one.

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I think this is happening because you have actually unlinked the account yourself by removing that email address from your old account.

See what happens tomorrow now when you try to access your credit agreement again and if you are still having issues reply here letting us know what the error message now says and we can arrange for Sky's messaging team to get in contact to look into it for you.

[PauB]

ok, thanks for your help

[PauB]

Hi

Just a quick update - I have been intouch with Sky and after a few people looked at it the problem was identified, pretty much what you said last night.  Somehow my old email address was associated with my new sky ID.  I could not change this but they could. Credit agreement now signed and all is well.  Thanks for your advice yesterday

[caesarome]

Glad it is all sorted for you @PauB .