MySky account stuck at Onboarding. I can't view or edit any of my details on the website or app.

[TPotter]

I had this issue in 2021. Support couldn't fix it. Their solution was to totally close my account & leave Sky, then come back as a new customer. Issue has happened again on the new account.

When I login to the Mysky website or app, I see the onboarding screen:

Entering my postcode does nothing. When I hit continue it just reloads. I cannot get past this screen at all.

If I enter the URL to get into my account on the mysky page I get the following views:

Bills & Payments

Your Products

Product Settings

I don't know what to do to progress forward. I've been asked by Sky in the past to create a new Sky ID and link it to the account, but this does not work. Within 24 hours of linking the new Sky ID, it will become corrupted and stuck too. 

This is a totally new account, with a totally new email address setup for it and it's been broken since we joined Sky again. 

I can't manage anything on the website at all.

[TPotter]

Also to add, this has been attempted with multiple different browsers, in private and normal sessions. It's been tried in the app on myultiple apple and Android devices.

It's also the 3rd Sky ID it has happened to, the first two being on one Sky account and the 3rd Sky ID on a totally new Sky account. This is 100% an issue with the bck end side at Sky.

[caesarome]

@TPotter 

To get you some help with this I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to TPotter.

[Mr+Flibbles+86]

Update - After looking into this issue a call is needed to speak with the sky ID team to get a resolution