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

[Frasenbee]

I am getting this message today and do not understand why .. 

[Anonymous]

Because it's pretty much a rubbish service. I've given up even attempting to get it to work.

[StephAllen86]

I'm getting exactly the same issue. I've put in my email address  ended up having to reset my password as it kept telling me it was wrong. Then it came up with link address, typed in my post code and pressed continue but the continue button just greys out for a couple of seconds then goes back blue. I've checked I have the most up to date version of the app and Google play is saying that it is up to date (last update released 31st October). Please some one help?! Not only inconvenient but losing out on the opportunity to access VIP competitions. Had this issue for weeks now despite the update to the app.

[Nathan1987]

I have been informed of the reason why I cannot access my account on the MySky app. Its because there are 2 accounts linked to sky account. I have contacted Sky 4 times by telephone to correct this issue, I have been told it will be resolved within 4 days and someone will call me back, but nobody calls me back  and the problem still persists. Sky is incredibly poor at this issue and have failed to make adequate attempts to resolve my technical problem that they have control over. I will be submitting a complaint today

[StephAllen86]

Thank you. Thats a shame isnt it. I too have already been in touch once regards this. I will call again today and try again. 

[richcher]

I have this EXACT issue, I've had it for years and they've never resolved it. I'm so close to cancelling all of my Sky products. 

[Jeep_Jadeja]

I'm having the same issue, I can login to My Sky, but when I try the features I get the message 'your account is not authorised'. My Sky used to work OK. Please can someone help me resolve this issue?

[caesarome]

@Jeep_Jadeja 

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:
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.

[Greenfingers001]

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

[Anonymous]

I hope you get it resolved but as you'll see from the many messages on here a lot of people just give up

[SKY_frustrated]

I have the same issue and have been on the phone with SKY TDM team and the sky technical team for 5 hours now and they stil cannot get this working,.

What we have tried and made no differnence

1. Re-installed the mysky app in IOD about 20 times now . did nothing to help.

2. Added a new sky email and removed the old email so there is only one emial on the account. made no difference.

3. Re-linked my skyid to the sky.com website and I can now see my tv and mobile/piggy bank etc on the sky.com site.

4. mysky app still shows this error using the new email.

So im back to sqaure one!  i canot access the myskyapp and access my VIP benefits!


PLEASE HELP,, i cannot sit on another 5 hour call being passed rund iun a circle to departments.

The TDM department i have been to 6 times and they have just rinsed and repeated the same action plan everytime then put me on hold and i bounce back to trech suppport without any explanation to a new unsuspecting call handler who i have to repaet it all again!


EXHAUSTING!!!!! 5 HOURS OF THE CIRCLE OF DEATH BETWWERN TDM TEAM AND TECH SUPPORT!   

[SKY_frustrated]

So i have managed to make my own workaround which is not ideal but works for what i need.

So I now have two email accounts, i created a second dedicated emial to use just for the mysky app.

so

1. My first email address which is setup as the sky primary householder account and works ok on the www.sky.com website ( i can see all my TV and mobile bills and manage my mobile piggy bank and sims)

2. The second (new) emial I setu was used to setup a new sky id account with totally seperate new emial address and password.  Then i logged in withthis new emial and then linked to my account using my sky account number on the screens it presented when i logged in.  it asked to do some verification , postcode/ account number / name etc ...and this was setup as a seondary user o the account. (it says this new accont has medium access)

3. Now I used this second new email to login to the myskyapp and hey presto I no longer get the "not authorised" message and it now sucessfully logins to the app and I can view my sky tv package and VIP items  (but not my mobile info like piggybank) but importanlty i can access my SKY VIP !!!!! 

SUMMARY 
So now i use www.sky.com with my main primary emial to login and manage  my piggy bank and see my tv and mobile b...

Then i use the secondry  emial to login to the mysky app and use it just for sky VIP

Its an absolute mess around and has limitations, but its the best I can do from my end as SKY tech support is not capable of resolving this issue we all have!!!

So hopefully this might help someone else not have the pain i have had to sit thru on the phone for 5+ hours !!!!

[Lisa-P1987]

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

[StephAllen86]

Please can someone contact me too to fix this issue?

[caesarome]

@StephAllen86 

Are you also seeing the account not authorised message ?