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

[Martint235]

The team that contact you for a chat won't actually be able to help you. They'll insist you use more of your time to call a separate team within Sky.

I really can't be bothered with that and am just looking at other alternatives to my expensive Sky contract

[rockyboyslucky]

Hi caesarome,

Please get your facts right before you make a post saying I didn't respond when asked to as infact I did and I was  in the chat for around half an hour going through all the different things that I was asked to do on both my iPone & iPad and nothing worked and I was just told that it would be escalated again and I've not heard anything since.

As I said in my earlier post I have just updated to the lated app version of My Sky app and the problem has still not been fixed.

[markdarlo]

Is there any other way to access my mobile account? I have data in my puggy bank that I can't get to and I was hoping to transfer some of it next month. 

Thanks

[Martint235]

Still a truly rubbish service. I'm a platinum member of Sky VIP with over 9 years of contract behind me and I can't access the app or see my bill. 

[Clareridds · Accepted solution]

Hi everyone,

We're really sorry you're experiencing these issues with the My Sky App. 

If you update MySky to v.9.2.0 you should be able to access the app as usual, but if you’re still experiencing problems, then drop the correct team a message at mysky.app@sky.uk and they will investigate further. They are looking for as much detail as possible to figure out what's happened here and will actively work on the issue to get it resolved.

Thanks,

Clare 

[Martint235]

Ok I've emailed the team and will see what happens 

[markdarlo]

I've emailed. I still can't get access 

[Loviisa]

Hello, 

Please help. 

I wanted to redeem a sky VIP reward and I'm now getting the error message "Your account is not authorised to access the My Sky app". 

I could access the app yesterday with no issues. 

Could someone either please help me log in, or let me know where else I can redeem the reward. 

Thanks, 

Louise. 

[Kayleighbov]

Hi, this is happening to me too and the app doesn't need upgrading either. I have went onto the web browser and it lets me log in but says the same thing, please help

[YPVISA]

Same here - a sky member from 1985 and am not authroised to look at my account now.

[ARandomUserName01]

-I uninstalled My Sky and reinstalled and got it working

-I can't view / find Sky VIP rewards anywhere

but my main point is

WOWZA! Sky's CS/CRM SYSTEM is TERRIBLE ... it's EVEN WORSE than it was and that is really saying something! I mean someone paid a lot of money must have sat down and said "hmmm how can we we annoy our employees and customers even more?"

A customer journey where:

-There is no message on a known problem

-No hint of contact details for human interactoion

-A chatbot that offers Sky Q Channel planner articles for the phrase ‘Your account is not authorised to access the My Sky app’ AND NO WAY TO TALK TO HUMANS

-Push to user community

Clareridds - I really really feel for you and your fellow employees having to engage with your customers through this process ... Sky/Comcast would insist surgeons wear boxing gloves to perform heart surgery and surcharge the patient £5.

Sky when you rely on the community to answer your questions you are basically saying the approach "of the caribbean" variety offer a better service.

PS - typing this message ... a wild HTML appeared and you can't tag Sky employees.

This message was authored b 

[Clareridds]

Hello @YPVISA @Kayleighbov  @Loviisa,

Sorry you're having these issues and this was a known fault before which was fixed by updating the app. It looks as though this is a new issue which I've just raised with the My Sky App tech team for a solution. 

Thanks,

Clare 

[Clareridds]

These issues have now been fixed. If you can re-open/refresh your App then you shouldn't have any issues.

Thanks

Clare 

[Anonymous]

No it hasn't been fixed

[caesarome]

@Anonymous 

This issue from this morning has been fixed so are you trying to join Sky VIP or have you previously done this ?