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

[Anonymous]

Hi I was previously a platinum level member and then a few months ago my access disappeared. I also can't see my bills etc online. As a 9 year subscriber at £100+ a month it's very poor service

[richcher]

What's happening with this? I've had this same issue for months now, I have the latest app version. Is there a fix ticket still being investigated? 

[caesarome]

Are you seeing a "Your account is not authorised" message ?

[richcher]

Yes. 

[caesarome]

@richcher 

Would you like the messaging team at Sky to contact you about this, if they do the contact will be via here.

[richcher]

I've had someone contact me previously and they just say that it's a known incident that have a ticket open. There are a number of people having the same issue so this isn't something that's exclusive to my account.

[dvdkp]

Ok so here one for someone to help with.

2 x accounts Tv and Broadband under my name and mobile account under husbands name, up until last week when i ordered Sky glass i was able to see on the "My Sky" App everything TV, Broadband and Mobile . I could see the bills and i could transfer data from the piggybank (the account under My Sky) was signed in with my partners details so everything was linked. Anyway  Friday i clicked on My Sky only to be greated with a log in screen so i logged in to be greated with "Your account is not authorised to access the My Sky app". so i logged in with my details i could see TV and Broadband but no mobile. I called Sky and after a very long chat (1hr) i was told i never had the access as this would not be allowed, i explained i could see it and i am not imagining it. I told them i had logged fully out of the app and attempted to log in to the mobile account and was getting the above message and they could not offer a response, simply try again in a few days. Will someone please help as this is stupid. I can see everything when i log in on the website but not on the app. The app is fully to update.

Thanks 🙂

[caesarome]

@dvdkp 

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:
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.

[Addie15]

Hi there! Thank you for escalating this. We have sent dvdkp an invite.

[Emily+lady]

Hi I'm also getting this despite uninstall the reinstalling app. frustrating as was trying to roll some data to my daughter as she's out and has now missed zoom meeting with her tutor

[JULEb]

Getting same how is this fixed if people still getting error message 3 months after the supposed fix?

[Anonymous]

It's not fixed. Sky just keep parroting the same message over and over again.

[ToshW]

Used the app at teatime no problem, an hour later used again and got the not authorised to access error!

I can use a browser to log on but not the app....

[Biffo1000]

Yeah,I'm having the same issue

[neellypeelly]

Hey there 

I know this is an older thread, however I have started to receive this error message via the MySky App. Latest version is installed. I was trying to upgrade to Sky Glass and I got to payment screen after credit checks etc and I got a "Sorry we are having technical difficulties" message and the "Not Authorised" error message. Help would be grateful.