Sky ID and Payments

[Charly4]

I'm trying to pay my bill online, I sign in and click bills then it says I need a sky ID to view the page, I click create ID then it says I'm already logged in, I go back to the bill page and it repeats itself, it's also taken me to a page asking for either my sky account number or bank account number, I've typed them in, double checked and says no account matching. I've tried all the help sections with no luck. Also the virtual assistant is useless. I can't find a number or opening times for customer service to ring and speak to an actual person

[caesarome]

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@Charly4 wrote:

I'm trying to pay my bill online

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You shouldn't need to make a manual payment as you should have either a card or a direct debit setup so Sky can take it automatically from you so do you have this in place ?

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@Charly4 wrote:

I sign in and click bills then it says I need a sky ID to view the page, I click create ID then it says I'm already logged in

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Are you logged in with the same details/email address you used when placing the order ?

[Charly4]

I had fraud on my bank so I've switched banks and need to pay by bill from last month and change my bank details. I've logged in using my usual email, password and have the 2 step verification on which send me an email with a code to log in also

[caesarome]

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@Charly4 wrote:

I had fraud on my bank so I've switched banks and need to pay by bill from last month 

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What does the app say about last months bill ?

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@Charly4 wrote:

 I've logged in using my usual email, password and have the 2 step verification on which send me an email with a code to log in also

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So when logging in you enter the verification code from the text message and you are not logged into your account ?

[Charly4]

I owe last month due to switching banks so I want to pay that and change my bank details. It lets me log in but when I click bills and payments it says I need a sky ID account, I try to make one and it says I'm already logged in

[caesarome]

@Charly4 

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.

[_Claire]

Thanks for escalating this. We’ve sent @Charly4 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.