New phone - same Sky ID

[Nataliaaa]

Hello,

I am looking for some help.

I've had a contract with Sky on IPhone 11, that is paid off. I've now purchased a new IPhone 14 Pro Max, however on my current Sky ID account no new contract agreement, or phone or anything new phone related is visible. I can't create a new account as it's says my email is already created, which obviously is true, but I don't know what to do to be able to see the new contract, bills etc.

Can someone help?

[caesarome]

What account did you use to order the iphone 14 on, was is the same one that your older iphone is on or did you setup a new one during the order process ?

[Nataliaaa]

Hello,

As far as I am aware it was the same account that the previous IPhone was ordered on ( email confirmations have been sent to the same email address as before ) I

[caesarome]

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

This link explains how this works:
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. This isn't a live chat so replies are not instant.

[Nataliaaa]

Hello

Thank you for this. Will I get E-Mail notification about it like I do if I do get a response here? Wouldn't want to miss it. 

[Nataliaaa]

Forgot to mention, even if am trying to follow step by step for linking Sky ID it comes with error like per the screen shot. 

i really need to have an access to the account to see the device, credit agreement, dates of payments etc. 

[caesarome]

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@Nataliaaa wrote:

Hello

Thank you for this. Will I get E-Mail notification about it like I do if I do get a response here? Wouldn't want to miss it. 

---

You might get an email notification as usually they will post on here when they have sent you the chat invite.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Nataliaaa]

Thank you. Accepted the invite. 

[Greenfingers001 · Accepted solution]

Update:

Spoke with @Nataliaaa and resolved issue by sending link to create a new sky id for the new mobile account

Thanks again for the escalation have a great weekend 🙂