My Sky app is picking up an old account and I cannot uncouple it

[perryjm]

Signed up for Sky this morning and was advised to download My Sky App. It is recognising an old account from years ago which used my old email address. Message says I have to uncoupled the old account but when O try it shows there is a technical problem. 

[caesarome · Accepted solution]

The first thing to do is to logout or delete then install the app again.

As you left Sky and then returned after being away for 18 months or more then your account will have been closed so you will need to set up a new Sky ID to use.

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

https://www.sky.com/myaccount/my-details

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

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

Now login to the app with your new Sky ID.