Sky payment failed

[Ryanmeston07]

Hi,

I got an email saying my sky payment has failed (direct debit normally comes off)  but when I go onto my account it says no balance is due, screenshots attached below

 

 

[caesarome]

@Ryanmeston07 

As it looks like it was taken as usual then you can ignore that email.

[Ryanmeston07]

I'm worried that it hasn't been took though I've looked back and don't see anything that's came off, and between that time I've had to get a new card and I'm pretty sure my old card was the default one rather than my bank.  It was due to have came off on the 13th 

[caesarome]

A  credit or debit card plays no part in a direct debit as the money is taken directly from your bank account so does your online banking show the payment has been taken ?

[Ryanmeston07]

Nope I've had another look back and I can't see anything that's came off no...

[caesarome]

Did you have any credit on your account that could have been used to pay the bill, if not what actually shows here regarding it:

https://www.sky.com/bill/tv-broadband-talk

[Ryanmeston07]

So I get an error when clicking on that page

interestingly I've looked and I have 3 phones, 2 under the same account number  which were paid no bother at the start of the month

then the one that i got the email about failing is under a different account number but the same email, I don't see that plan/phone when I go to the bills section myself so how would I be able to check that 

[caesarome]

@Ryanmeston07 

If this phone is under a different account number you will need to setup another ID using that account number before you should be able to see the bill if you are yet to do this.

[Ryanmeston07]

So where do I start with that cos they're all under the same email

[caesarome]

Logout of your account and setup a new ID using this link:

https://www.sky.com/help/diagnostics/sky-id/sky-id

You can try using the same email address to see if it lets you use it again.

[Ryanmeston07]

Sorry for the delay on this but I have just made a new account and went to where I would go to add an existing plan and it asked for the bank account number last few digits and when I do that it says I already have this account linked, the bill is now like 2 weeks overdue but I have no way I'm actually going to pay this as when I click on the email it prompts me to login (I only have access to my other account) and normally it would've came off automatically but it didn't as I got a new card

 

[caesarome]

@Ryanmeston07 

To see if they can help you 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:
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.

[Jason-]

Good Evening @caesarome thanks for making us aware of @Ryanmeston07's issue. We'll be sure to invite them to chat and we can get this sorted 👍🏻

Cheers, Jason-