@Toon4life
As customers here we can't say why this isn't working so you will need to call Sky to get this ordered, so under “Need more help” at the bottom of this page if it is available should be the number to use:
https://www.sky.com/help
You can also contact Sky via social media:
https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295
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