New Sky Q box… included apps not logging in

[Deano_sky]

Hi there,

My Sky Q box was replaced last week due to hardware issue.

My new box arrived and after a while all the apps were downloaded onto the Sky Q box

However, the apps that were included in my packages for free by Sky (basic Disney, paramount, HBO ect.) have all logged out and I cannot access them without signing in which I'm not sure I evened needed to do once I activated them. When I click get (whichever app) it says it's included in my subscription already.

But still I cannot get them to work even if I try to.

any help please?

[lainys]

Hi there @Deano_sky , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Laing1]

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@Deano_sky wrote:

Hi there,

My Sky Q box was replaced last week due to hardware issue.

My new box arrived and after a while all the apps were downloaded onto the Sky Q box

However, the apps that were included in my packages for free by Sky (basic Disney, paramount, HBO ect.) have all logged out and I cannot access them without signing in which I'm not sure I evened needed to do once I activated them. When I click get (whichever app) it says it's included in my subscription already.

But still I cannot get them to work even if I try to.

any help please?

---

@Deano_sky all of the free apps from Sky you would have needed to have setup a username and password the username is normally an email address 

As you have a new box  you will need to log into each app to get access to it again 

[Deano_sky]

Thanks for this info, @Laing1

all apart from Disney is back but Disney+ is proving to be an issue.

I had tried this and the email address that I had set it to is saying there's no active subscription. I had tried to link the account again but it said it was already active and linked. Sky also confirmed that it was on the phone.

I contacted Disney+ and they said that Sky need to provide an Sky Disney Partner ID code which is 16 digits in order for them to find what has happened and from there they can link the account to whichever Disney+ account.

Sky is having a issue trying to give this to me, and I thought to make matters easier I'd upgrade to the next tier so that they can see which Disney+ account this is being paid against. But they are saying this needs to be escalated to find and could take 2 days for someone to get back to me.

Let's wait and see.

[Jason-]

Hello @Deano_sky, we're sorry for the issues you're having getting Disney+ set up on your new Sky Q box. We should be able to get your partner ID for this fairly easy so I'll drop you an invite to chat and we can look at providing this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Thanks, Jason-