Problems logging in to the mysky app

[jeaninec]

I am trying to log into the MySky app but when i submit my postcode, I am asked to input the last 2 digits of the account used to purchase Sky glass, but i haven't purchased Sky glass. I've tried to input the digits for the account I use to pay my Sky DD but get a message saying incorrect entry. I previously had Sky several years ago, then still used my Sky ID to access Yahoo mail when i switched. I've now moved back to Sky TV/Braodband, and I did have a few issues linking my Sky ID to my account. However this is now done via the browser, so i thought i should then be able to log into the MySky app ok.  Any advice would be appreciated

[jeaninec]

Sorry - but to add to this, i've just noticed, when i now log into my sky account, although i can see what products i have, when i try to view my bills, i get a message saying 'this page is restricted'. Does anyone know how to get past this?

[caesarome]

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@jeaninec wrote:

I am trying to log into the MySky app but when i submit my postcode, I am asked to input the last 2 digits of the account used to purchase Sky glass,

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Have you setup a new Sky ID to use as your old one will have been long since closed, this might explain why you can not see your bills as you would see a restricted message if you are using the wrong ID.

[jeaninec]

Hi. When I reordered Sky, i was advised that my existing Sky ID would be discinnected from my Sky account (so that I could still access my yahoo emails). 

Once my new Sky was activated, i tried to then set up a new Sky ID but was getting stuck every time as I was being asked for the last 2 digits of banl accont used to purchase Sky glass which i haven't bought.

I was then able to link my existing Sky ID to my new account, and when i log in i can see the services i now have (channels/package etc) but i am not able to access bills as when i select them i get the error message saying 'this page is restricted'.

I hope this makes sense 🙂

[caesarome]

@jeaninec 

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 are not instant.

[Lisa-P1987]

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

[StepheKenny]

I am having the same problem, my bill has increased and I all the options to view bill etc after signing in say it's restricted and that I don't have a sky product but I am signed up to broadband 

[Ozcarwilde]

Did you get this sorted out? I'm having very similar problems. I have had Broadband for a few years and recently upgraded to Sky Max hub, and in the past few days received streaming TV. So have now two accounts with separate account numbers and two Sky ids. The services work well, but online account management is so bad I'm close to cancelling it all. It concerns me that I cannot see my products and bills information online. 

[Ozcarwilde]

Also to add that when I try to access My Sky app it asks for two numbers from my credit card used to purchase Sky Glass. I have never had Glass. And when I try the two numbers from my credit card just in case it works if course it says the numbers are wrong. And then the app refuses to let me proceed so I have to clear the cache and data to get the app cleared. 

[jeaninec]

Hi. No unfortunately I've still not been able to access the app army new account details on the sky website.bi can still log in with my old sky I'd and access yahoo mail. However like you if I try to access account details, bills etc I'm getting asked for bank details used to purchase Sky glass (which I've never bought). I gave up in the end as I don't have hours to spend on the phone to sort it. It's a pain as I can't access the monthly cinema tickets.