Netflix asking for payment details

[Derek3211]

I'm trying to watch Netflix on my sky glass after paying my bill and reinstating services and it keeps asking for payment details even though this is included in the package 

[MarkGoldsmith · Accepted solution]

@Derek3211 this will be because when your Sky services were restricted it sends a cancellation message over to Netflix. Unfortunately the reactivation of Sky services doesn't automatically send a new notification to Netflix to same that the billing has resumed from Sky.

you can either call Sky to get this resolved or I can escalate this to the Sky messaging team who may reach out sometime tomorrow to see if they can assist.

[Derek3211]

Thank you if you could escalate this for me I'd be very grateful 

[MarkGoldsmith]

@Derek3211 

This has been escalated to the Sky Messaging team who should be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page. 

You may need to refresh your browser for the chat bubble to appear.

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 have 48 hours to respond or it will be automatically closed. Please note this isn't a live chat so replies may not be instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Derek3211 an invite to chat.

[Adamnorton4204]

I was logged out by my ex as she put her details into my sky glass for her Netflix when we first had sky but due to the relationship ending I asked her several times to take it off my sky glass which she has now done but logged into my old Netflix account to use with my sky subscription and its saying it can't take a payment but I pay through sky glass is there anything I can do to get sky to continue payments with my netflix account that I have just put on there?

[MarkGoldsmith]

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@Adamnorton4204 wrote:

I was logged out by my ex as she put her details into my sky glass for her Netflix when we first had sky but due to the relationship ending I asked her several times to take it off my sky glass which she has now done but logged into my old Netflix account to use with my sky subscription and its saying it can't take a payment but I pay through sky glass is there anything I can do to get sky to continue payments with my netflix account that I have just put on there?

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@Adamnorton4204 so if your ex's Netflix account was the first one used when logging into the Sky Glass that means it's linked on the Netflix end. Signing out of Netflix from the Sky Glass won't switch the Sky linking. 

the only fix for this is your ex contacting Netflix and getting them to unlink that Netflix account from your Sky account. Once that has happened when you login to Sky glass Netflix with your Netflix account it will then link your Sky and your Netflix account together.

what is currently happening is that your ex's account it essentially being paid for by Sky 

[kellyb1987]

I am also having this issue, but we upgraded from sky q to sky glass today, they have cancelled our netflix even though we havent recieved the tv yet and should still be included with the package, we are still oayomg for sky q. They said this will resolve itself within an hour and didnt. 

[MarkGoldsmith]

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@kellyb1987 wrote:

I am also having this issue, but we upgraded from sky q to sky glass today, they have cancelled our netflix even though we havent recieved the tv yet and should still be included with the package, we are still oayomg for sky q. They said this will resolve itself within an hour and didnt. 

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That's likely because when you order Sky Glass/Stream they have to process the cancellation of Q or + if you are already a customer, so it would appear that the cancellation message has already been passed over to Netflix to unlink your Sky account from your Netflix account.

[kellyb1987]

So how do i relink this? 

[MarkGoldsmith]

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@kellyb1987 wrote:

So how do i relink this? 

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I'd suggest trying to follow the instructions here and see if it helps: https://www.sky.com/help/articles/apps-on-sky-q-and-glass-using-netflix

[Chasloyal]

Am having exactly the same issue. I cancelled Sky Q a few weeks ago and got a satisfactory offer to stay/renew a couple of weeks later so signed up for another 18 months.

At this precise moment the My Sky app states I have Netflix Standard with Ads as Already Yours

and underneath that it states

Boost to Netflix Premium as Watch until 16/06/2024

Don't matter if I try to  access Netflix through the Sky Q, PC or on the smart televisions upstairs through the app it just ain't having it, telling me to add a payment method 🙄

So am now on phone to customer services trying to get this ironed out.

[MarkGoldsmith]

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@Chasloyal wrote:

Am having exactly the same issue. I cancelled Sky Q a few weeks ago and got a satisfactory offer to stay/renew a couple of weeks later so signed up for another 18 months.

At this precise moment the My Sky app states I have Netflix Standard with Ads as Already Yours

and underneath that it states

Boost to Netflix Premium as Watch until 16/06/2024

Don't matter if I try to  access Netflix through the Sky Q, PC or on the smart televisions upstairs through the app it just ain't having it, telling me to add a payment method 🙄

So am now on phone to customer services trying to get this ironed out.

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You will likely need to relink your Sky and Netflix accounts as per the instructions in the post above as the cancellation request would have been sent to Netflix thus unlinking the 2 accounts.

[Chasloyal]

I was advised to totally cancel my Netflix subscription with Sky through the relevant team on the phone which I've now done.

I was also told to leave it cancelled for a very minimum of 24 hours but it could well be better to leave cancelled for a few days.

Then ring up customer service and take out a new subscription with Netfilx through Sky and wait for the relevant email from Netflix where I click to re-link it to my Sky bill.

This seems a bit of a liberty if you ask me, like I'm weighing on for a Netflix sub but need to shut it down for x amount of time to hopefully be able to access what I'm already paying for.

[Sarahmccoll229]

Im having the same issue with netflix