Your account is not authorised to access the My Sky App

[ATov]

I have always used the My Sky App but recently it logged me out and I haven't been able login since, the message is: 

Your account is not authorised to access the My Sky App

I have called to try to resolve this, I was advised to change my password, uninstall and reinstall the app, make sure the software on my phone was up to date, and restart my phone.  I have done all of this but I still cannot log in to the app.  

Does anyone have a suggestion for this?  Thank you 😊

[caesarome]

Are you using a VPN because if you are try disabling it to see if you can then access the app.

[ATov]

Hi, Thanks for your reply. 

No, not using a VPN. 

[caesarome]

@ATov 

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 are not instant.

[Greenfingers001]

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

[Leah58]

Hi did you ever resolve this 

[crowers]

Was there a solution anyone? I have the same. 

[caesarome]

@crowers 

What device is this happening on and are you using a VPN ?

[crowers]

iPhone 16 and no VPN. Very frustrating. 

[caesarome]

Are you using private relay on your iphone ?

[crowers]

Hi. Thanks for thr reply. No it's turned off. 

[caesarome]

@crowers 

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

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.

[Addie15]

HI there! Thank you for escalating this. We have sent an invite to @crowers.

[JMM4]

Hi. I have had this same issue since last year. I raised a complaint in the end and yesterday someone called me and sorted it. I had to sign out of Sky completely and delete the MySky app. 

He then removed my Sky ID completely. I then went to Sky.com/linkmyaccount and signed up again. He monitored it all from his end. Once I had resigned the terms and conditions I could access the app again. 

It's been a long and stressful process involving too many calls to count to different people at Sky each time but because my complaint was active for over 8 weeks I got transferred to the complaints team who finally sorted it. 

I had suggested they change my Sky ID before but those in the call centre don't have access to do it. Insist on being transferred to someone who can delete the Sky ID if you can.