My sky app help

[Nikki666]

I joined sky mobile around august time and i have never been able to use the my sky app, it is not letting me sign in, it keeps asking for the last 8th and 9th digit of my card number i use to purchase sky glass which i have never had sky glass, also i have never been with sky before now, when i try to sign in via a web browser it comes up with the same thing, asks for my postcode then ontop the card details i used to purchase sky glass only i can avoid it online as i can click the little man figure (my account) in the top right corner.

also to add i did try inputting my 8th and 9th digit of the card details i used to pay my sky mobile bill but that didnt work either, i have tried deleted and reinstalled my sky app multiple times with no luck and the virtual assistant is useless.
can anyone please help? 

[caesarome]

@Nikki666 

Have you linked your mobile account to your Sky ID as per this:

https://www.sky.com/help/articles/link-a-sky-id-to-your-sky-mobile-account

[Nikki666]

Thank you for the reply, yes its all linked up 

[caesarome]

You are going to need to call Sky again and when you do try saying nothing when asked any questions by the bot and remain on the line as it should direct you to an adviser.