@Pearceeli
If you are sure you are loged in with your main primary ID, so the one you use to view your bill and it is returning this message then all you can do is to phone Sky instead.
150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:
https://www.sky.com/help/home
Say No when asked if you want a text or to go online then stay on the line.
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