Hi @Annie144 Doing a factory reset is never advised unless told to do so by a Sky adviser as it can cause issues as you have discovered.
Are you signed into your My Sky account at https://www.sky.com/mysky If not sign in before entering your activation code.
During setup you must also be using the same email that is registered to your account.
Once logged in go to https://www.sky.com/productsettings/streaming-tv/activate This is where you can enter your activation code that appeared on your screen during setup.
The following link is to a setup help guide:
https://www.sky.com/help/articles/setting-up-sky-glass-help
If all else fails call Sky for some additional troubleshooting.
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