@Shirleybarratt
I take it this is to do with ordering a mobile device ?
If so then this might have happened if you have failed the second more enhanced credit check that takes place. You can call Sky to find out if this is what has happened as they can answer this for you but as Sky is not allowed to view your financial records they can not tell you why you have failed the check. You might want to look into this yourself by signing up to a site that allows you to view your records, one credit checking site they use is Experian so you could sign up to a free trial with them, just remember to cancel.
If this is the case then any upfront charges that you have paid should be refunded within about 14 days.
You might want to have a read of this:
https://www.sky.com/help/articles/sky-credit-builder
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