Mysky app

[Smiler6141]

When I try to log in to mysky app on my phone it asks for the first 2 numbers of a didect debit for sky glass, the problem is I have never have had sky glass. 

There is no other link to try and resolve this.

Any ideas 

[caesarome]

Have you tried your first two digits anyway of whatever payment method you  use for your mobile ?

[Smiler6141]

Yes, but it asks for the first 2 digits from the direct debit account for Sky glass which I don't have. I have even spoke to a so called expert who said that I have a closed account which they can not access.

[caesarome]

Have you ever been a Sky TV customer, if not Glass and cancelled ?

[Smiler6141]

I have been with sky for over 4 years, and previously a few years before that. 

I have shown no interest in sky glass. The total accounts in my name is 3, 2 of which is this one and my previous time with sky which the agent could access. The 3rd is the problem as they could not get any details from.

[caesarome]

So if you have 2 accounts now what one are you using and on what services do you have on these two accounts ?

[Smiler6141]

I have my present account which I have had for the past 4 years for the service that I am getting now, the 2nd is from the previous time some 10 years ago which is a closed account. the 3rd one I have no idea nor does the sky expert.

[caesarome]

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@Smiler6141 wrote:

I have my present account which I have had for the past 4 years for the service that I am getting now

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And this present account is for Sky Mobile only ?

[Smiler6141]

I do have a sky mobile account which is about 7 month in, but this was not mentioned by the expert. I will also point out that the app was working fine until a month or so ago as I was having a problem streaming sky sports+ which was a technical fault.

[caesarome]

@Smiler6141 

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.

[Greenfingers001 · Accepted solution]

Thanks for escalating this. We’ve sent @Smiler6141  an invite to chat.

[Ozcarwilde]

Hi did you get a resolution for this as I am having the same problem? Thanks 

[Smiler6141]

Yes, the wording on the app login should read sky account not sky glass purchase.

[Ozcarwilde]

Thanks for confirming. Is this something that I can get Sky to fix so I can log in? Can the Sky helpline do this? Thanks 

[Smiler6141]

• It's definitely easier if you can physically speak to someone,  as i had a previous account which was also a problem.