Unable to find account linked to new phone

[Faye_marshy]

Not sure how to word it right but I was on a sky live chat earlier due to my sky id account not linking and it turns out I've used different email to sign in and create the account, I figured out which email I used but it's not coming up with the new phone and won't allow me to set up the sky id without linking it to my other contract which I've paid off which I can't due to accidentally using another email. It won't come up with the new phone details and I can't even pay it off or send it back due to it not being linked and I'm unsure as to what to do. I have gone from a 13 pro to a 16 pro and have received the phone and I'm worried about potentially coming into debt/affecting my credit score.

 

 

. I'll attach the photo of the new account screen vs the old one. 

[caesarome]

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@Faye_marshy wrote:

I have gone from a 13 pro to a 16 pro and have received the phone and I'm worried about potentially coming into debt/affecting my credit score.

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As long as your bill is paid then you shouldn't have any issues.

It appears that your ordered your iphone 16 on a different account so you need to logout of the app then log back in with the correct login/email address that you used when placing the order.

[Faye_marshy]

I have logged into my other account and it just shows the deals available in the mobile bit  and not the phone. it's not coming up with with the 16 pro only the 13 pro,  but the sky advisor said I might have to update the payment details which I can't do if it's not showing up on either of my accounts, I only have two email addresses so it's not possible for it to be connected to another one. 

[caesarome]

@Faye_marshy 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

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

[Faye_marshy]

Thank you!