Unable to create “secondary” type Sky ID

[xpz393]

I have followed instructions in the link below in an attempt to create a Secondary SkyID for a household member:

https://www.sky.com/help/articles/sky-id-secondary-sky-id

However, when I link the newly created SkyID to my primary account, it creates the linked ID as an Authorised user instead of a Secondary user.

I've tried thus several times now and can see no option during the process to specify "secondary" rather than "authorised" account type, and there doesn't seem to be any option to change the linked account type from "authorised" to "secondary" after it's linked. 

What am I missing here?

[caesarome]

@xpz393 

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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.

[xpz393]

@caesarome I signed in and checked several times yesterday but no blue/red chat bubble appeared. Can you advise?

[caesarome · Accepted solution]

@xpz393 

Since your post another member who was having the same issue managed to create a secondary ID by doing this:

Create a new account with Sky. To do this, head to https://sky.com. Make sure that you are not logged in with any other ID and click on Sign In. At the prompt for your username, type in the email address for the new Secondary ID. Assuming that this is an email address that Sky have not seen and registered before, you will then be prompted to create a password. Once you have done this, the new account will exist but will not be linked to anything.

When the new user ID has been verified and logged in, the "Details" section will offer a link to associate the ID with a Sky Account. DO NOT CLICK ON THAT LINK. It will make the new user ID an Authorised ID on your account and the owner of the new ID will be able to subscribe to new products, change billing details and do all the things that you probably don;t want them to do.

Logged in as the new user ID, head to https://www.sky.com/pages/sky-id-setup. On this page, there should be three options. The first is "Watch Only". This is the link that you need to add a Secondary Account. Clicking through that link takes you to a page that requires the Postcode of the address of the Sky account, and one of either the Account number, the last digits of the bank account that pays the bills or the Viewing Card number. I have seen it suggested that using the account number or bank details will generate an Authorised ID but I haven't tried that. I do know that using the Viewing Card number on this form did successfully generate a Seondary ID
When the new user id is associated with your account, the main account authorised user will receive an email telling them about it. That email contains a link which says that you can manage your account additional users by following it. Naturally that link does not work. To manage the additional users on your account (which means view and/or remove rather than anything that I would interpret "manage" to mean) you need to head to https://www.sky.com/myaccount/my-details and scroll down until you reach the "Additional Users" section. If using the mobile App, click on the profile picture icon and choose My Details...

[xpz393]

@caesarome you are an absolute legend as that worked 🙂 how on earth someone is supposed to navigate that myriad of links without it all being summarised in one place as you have done, I've no idea. 

For info, I used my Sky viewing card number to link, as suggested, rather than bank account or Sky account number. 

Thanks again. I really appreciate your help. 

[caesarome]

@xpz393 

I can't take the credit for that as it was from another member but I'm glad it worked for you.

[AndyLucia]

I followed this process with some hope, but the option to enter Viewing Card number was not there. The other two account number options led to an Authorised ID. 

Surprised this issue is still broken.

[paul1315]

It's still broken and nobody I've spoken with at Sky seems to have a clue how to fix it. In fact the IDM team refer to primary and secondary users despite me telling them that, from a customer perspective, there is one primary user and up to nine additional users (either of type Authorised User ID or Secondary User ID).
There are clearly problems with the"management" of additional users that still needs sorting, but some staff training wouldn't go a miss either. They could start with how to use their own phone system before getting into the technicalities of user ids.