‘Your account is not authorised to access the My Sky app’

[Martint235]

It would have been useful if I'd been alerted to the fact that a session was open. This is still an issue, please fix

[Clareridds]

Hi @Martint235, 

The help session that was open (and where you see it is now closed) was for other customers that had the same issues.

I can help by escalating your issue to the Community Messaging team now.  They will be in touch with you sometime tomorrow regarding the issue via a blue or red chat bubble. This  will appear at the bottom of this page.

The link below explains how this chat works. Please note, it's not a live chat, so replies are not instant but do keep this page open and keep an eye out for the chat bubble:
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. 

Thanks,

Clare 

[Martint235]

Thanks 

[Alexis72]

Im having the same problem on the app and webpage. It lets me view certain things but not my billing. It seems that a lot of people are facing this issue. Is there an easy fix?

[caesarome]

@Alexis72 

To get you some help with this I have escalated your post to the Sky Messaging team who will 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:
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.

[Tom-W19]

Thanks for escalating. We've sent invites to Martint235 and Alexis72.

[Lisa-P1987]

Update – We are still looking to help. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

[Martint235]

I've been through your chat help and surprise they couldn't help. I just can't be bothered to chase it any further and will just look for alternatives to Sky

[Stuwilly]

When I try to log into the app it says 'your account is not authorised to access the mysky app.

[caesarome]

Are you logging in with your main Sky ID and not a secondary or additional one ?

Have you tried logging in with the email address on your account ?

[Addie15]

Update-We are closing this chat now with rockyboyslucky as it has been escalated to our backoffice team who are working on a solution. Unfortunately, we cannot at this time provide a timescale, but look out for the next app release. Thank you.

[Martint235]

I've been unable to access my account for a couple of weeks now. Sky just want me to jump through hoops to try to get any resolution.

[rockyboyslucky]

I've updated the My Sky app to the latest version hoping that it would have fixed the problem but low and behold it hasn't fixed anything as I Still get the  ‘Your account is not authorised to access the My Sky app’ message.

This is getting a bit of a joke now.

[caesarome]

You were sent a chat invite back on 28th February but apparently you didn't respond so I have escalated your post to the Sky Messaging team who will 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:
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.

[Clareridds]

Hi all, 

We're really sorry you're having these issues with the My Sky app and we are aware of how frustrating they are. 

We’ve recently upgraded our technical platform and over the last 3 months have been gradually transitioning all customers to an updated version of My Sky App (V9).  The development team are aware of the error message 'Your account is not authorised to access the My Sky app' and working to get it fixed asap. 

We don't have a date for this but I will let you know when a solution has been found.

Thank you,

Clare