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Discussion topic: Error when trying to make phone swap

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Message posted on ‎15 Sep 2025 11:29 AM

Error when trying to make phone swap

Hi. When trying to start a mobile device swap receive an error message and asks me to check my account status. When I do so, it says my account is closed, when it's not. Please see screenshots

Not sure what to do. This has been happening for some months now.

Thanks 

Screenshot_20250915_111134_Samsung Internet Beta.jpg

 

Screenshot_20250915_111150_Samsung Internet Beta.jpg

 

Screenshot_20250915_111202_Samsung Internet Beta.jpg

 

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Avatar for Daniel0210
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This message was authored by: Daniel0210

Message posted on ‎15 Sep 2025 11:34 AM

Re: Error when trying to make phone swap

Posted by a Superuser, not a Sky employee. Find out more

@LP6 

Two of your images were rejected as one contains your account number and the other your IMEI number on what is a public forum that anyone can access. 


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise)▪️
NOTE: I only provide help on the forum boards and NOT via Direct Messaging
▫️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
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Message posted on ‎15 Sep 2025 01:00 PM

Re: Error when trying to make phone swap

Apologies. 

 

Please see the remaining screenshot.

 

Thanks 

Screenshot_20250915_111134_Samsung Internet Beta.jpg

 

Screenshot_20250915_111202_Samsung Internet Beta.jpg

 

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Message posted on ‎15 Sep 2025 01:04 PM

Re: Error when trying to make phone swap

Posted by a Superuser, not a Sky employee. Find out more

@LP6 

Are you logged in with the the correct ID or email address ?

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Message posted on ‎15 Sep 2025 01:27 PM

Re: Error when trying to make phone swap

Hi. Yes both tv and mobile account are linked to same sky id.

 

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Message posted on ‎15 Sep 2025 01:29 PM

Re: Error when trying to make phone swap

Screenshot_20250915_132805_MySky.jpg

 

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Message posted on ‎15 Sep 2025 01:34 PM

Re: Error when trying to make phone swap

Posted by a Superuser, not a Sky employee. Find out more

Then you will have to call Sky on 150 about this so they can process the swap for you.

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