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

[robbuckley7]

I had a similar problem. Had Sky Q, Sky Talk and Broadband. Upgraded to Sky Glass no problem. Then tried to sign up for Sky Mobile and started to get the  'technical difficulties' message. Couldn't order Sky Mobile at all. 

so I set up another Sky ID and ordered Sky Mobile using that. Then I added the new Sky ID as an extra user to my main ID so that it could access my account.

Now I can log into the new ID in a web browser and see all the products: Sky Glass, Broadband, Mobile and Talk. But not with my main ID, which will still give the technical message when I try to access Sky Mobile 

It's the other way round though on the app. There I can log in fine with my Main ID and get all my VIP benefits, but still can't access my mobile account - it doesn't recognise I have one and if I try to use the 'link account' option, it gives me the technical difficulties message when I've entered my details.

 

 

And if I try to use my new ID to log into the app, it says I don't have access to the app. 

 

so I use the app to get my VIP benefits and use the browser to access all my account details! It's not optimum but it works

[caesarome]

@robbuckley7 

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 an invite to robbuckley7.

[Lisa-P1987]

Update - Spoken to @robbuckley7 after a few checks, they have had to call our Sky ID team to resolve this. 

[Nathan1987]

Today I have been logged out of My Sky app and I cannot access it any further. When I sign in my password and email, a message appears saying "you are not authorised to use this app".

I have access to my account online, but not the app. I've deleted the app several times, reinstalled it, ensured the app is updated on the Google Play Store, i have checked the settings and permissions on my phone, but the problem persists. I have paid my bill, I have data/sms/etc , I have spoken to customer support twice and they still cant find the issue or resolve it. Can anyone please help?? 

[caesarome]

@Nathan1987 

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

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.

[richcher]

I've had this for about 2 years now. My issue is that I have 2 accounts under one login (one from an old address). Sky acknowledge the problem but have never fixed it, I can't even view most of my details even via the website. Totally screwed up and really poor response on Sky's side. 

[Ehsanurrehman]

Hi dear, Please registered my number I am on emergency calls only Thanks...

[Tom-W19]

Thanks for escalating. We've sent an invite to @Nathan1987.

[richcher]

@Tom-W19 are you aware of an ongoing issue where 2 contracts are linked to one account / login causing issues? Are you able to answer here please rather than separate chats as I've had no fix and this may impact other users also. 

[Ehsanurrehman]

I don't understand dear please can you explain bit more 

Thanks...

[Anonymous]

I'm finding myself watching less and less Sky now anyway with the rise of streaming so as I can't actually see my account it's probably time to close it

[rockyboyslucky]

I've been having this problem since ‎27 Feb 2023 and its still not been sorted out, all you get is fobbed off by Sky.

I have done everything they have asked me to when I spoke to them and nothing works, I have uninstalled and re-installed the app many times now over the last 7 months and still it won't let me access my account through the My Sky app anymore, funny thing is that I can still log into my Sky Go apps on multiple devices without issues.

I don't even think Sky care anymore.

[Anonymous]

You're quite lucky. My issue is certainly over a year old but you're right sky don't care. They've got our money 

[richcher]

Same, mine's been doing this for 4/5 years now. Pretty sure I'll be trimming down my subscription soon.