Trouble accessing Disney+ on SkyQ

[MCHENERY]

I'm having trouble accessing Disney+ on my SkyQ box. According to My Sky my Sky account and Disney + are linked, but when I try to access the channel a screen comes up asking me to choose a plan. The plans are Premuim, Standard and Standard with Ads, nothing about the free account linked to sky.

Can anyone help ?

Malcolm

[stereohaven]

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@MCHENERY wrote:

I'm having trouble accessing Disney+ on my SkyQ box. According to My Sky my Sky account and Disney + are linked, but when I try to access the channel a screen comes up asking me to choose a plan. The plans are Premuim, Standard and Standard with Ads, nothing about the free account linked to sky.

Can anyone help ?

Malcolm

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It's not this screen is it?

Activate now

This is a known issue with Disney+ and HBO Max, which shouldn't show if you already have a subscription.

Just press "Maybe Later" for now and it should login as normal.

Or are you seeing something else? If so, can you take a picture and share so we know what we are dealing with?

[MCHENERY]

Hi, I don't get that screen. I think that is becauase MySky already says that Disney+ is activated and linked to my account.

[stereohaven]

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@MCHENERY wrote:

Hi, I don't get that screen. I think that is becauase MySky already says that Disney+ is activated and linked to my account.

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Then I would try a power cycle on the hub/router and the Sky Q box (unplug from the mains for a good 5 - 10 minutes),  plus an apps refresh:

From the Sky Q Home screen navigate down to Settings in the left hand menu, but do not select Settings (i.e. click into it).

With Settings highlighted press 0 0 1 on your remote keypad and then click on the circular dot button in the middle of the 4 directional arrows on your remote to confirm.

Next, select Apps, then highlight Refresh all Apps on this box.

You'll see a message that says, "Your apps are being refreshed" and this will stay on screen until you press Dismiss or Back on your remote to return to normal viewing. It’s recommended waiting at least 5 minutes before doing so.

Note: an apps refresh can take up to 24 hrs to complete, so be patient 👍🏻

[MCHENERY]

Ok Thanks. I'll give that a try at some point over the weekend and report back.

[MCHENERY]

@stereohaven 

Hi, Ive tried doing what you suggested allowing 24 hours for the refresh but there is no change.

When I select the Disney+ app I get the splash screen after which I get the screen below

After clicking Accept All  I get the following screen,

If I click on Get Disney+ it takes me to the following screen

which seems to confirm that I have a current activated subscription.

Clicking on the Login takes me to 

which if I scan the QR code takes me to a login page asking for a password. I don't have a Disney+ login so don't have a password. If I choose a one time activation code and enter that it takes me to a sign up page for the different levels of Disney+ but no free option with Sky.

Any thoughts on what to do next ?

Malcolm

[stereohaven]

@MCHENERY 

What do you see when you login into the MySky app, click on the TV tab and scroll down your products to see what it says for Disney+.

If it has genuinely been activated you should see this:

Activated Disney+

That will give us clarity if it is actually activated or not already.

[DaveDrizen]

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@MCHENERY wrote:

@stereohaven 

Hi, Ive tried doing what you suggested allowing 24 hours for the refresh but there is no change.

When I select the Disney+ app I get the splash screen after which I get the screen below

After clicking Accept All  I get the following screen,

If I click on Get Disney+ it takes me to the following screen

which seems to confirm that I have a current activated subscription.

Clicking on the Login takes me to 

which if I scan the QR code takes me to a login page asking for a password. I don't have a Disney+ login so don't have a password. If I choose a one time activation code and enter that it takes me to a sign up page for the different levels of Disney+ but no free option with Sky.

Any thoughts on what to do next ?

Malcolm

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Have had a Disney + account in the past, possably with a different login to the one tha you have activated with Sky?

[MCHENERY]

@stereohaven 

That's exactly what it looks like.

[MCHENERY]

@DaveDrizen 

We have never had a Disaney+ account, however in the past we have been added as a guest to someone elses account.

[stereohaven]

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@MCHENERY wrote:

@stereohaven 

That's exactly what it looks like.

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OK. 

What happens if you try and login via the website: https://www.disneyplus.com/identity/login/enter-email 

Does it recognise the email at all? If it does, but not the password, can you reset it?

It may also be worth checking out the help at Disney as well here: https://help.disneyplus.com/article/disneyplus-login-issues 

They are also very helpful on chat.

Basically, if it has been activated correctly following the process here: https://www.sky.com/help/articles/disney-plus-homepage 

And you are using the correct email address to log in, then it should work, so either it hasn't been activated correctly, or the wrong email address is tied to the account, neither of which any of us can help with but Sky/Disney+ help can.

[MCHENERY]

@stereohaven 

Thanks for the info, I'll have a look at that tomorrow and report back.

[DaveDrizen]

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@MCHENERY wrote:

@DaveDrizen 

We have never had a Disaney+ account, however in the past we have been added as a guest to someone elses account.

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Ok if that case the device used to pick up the QR code, probably,m your phone is automatically taking the email address of that gusts disney account and not yours.

Therefore the way round it, is after you have loaded QR code on the device, it should show the email address of the Disney + account that it attempting to login..

Delete  that email address and put in the one you used to activate your  sky Disney + account. Then request the one time code that will then be sent to that email address.  Put in on the scr of your Sky box. That should then login to your Disney account on your Sky box

[Chodley]

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@DaveDrizen wrote:

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@MCHENERY wrote:

@DaveDrizen 

We have never had a Disaney+ account, however in the past we have been added as a guest to someone elses account.

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Ok if that case the device used to pick up the QR code, probably,m your phone is automatically taking the email address of that gusts disney account and not yours.

Therefore the way round it, is after you have loaded QR code on the device, it should show the email address of the Disney + account that it attempting to login..

Delete  that email address and put in the one you used to activate your  sky Disney + account. Then request the one time code that will then be sent to that email address.  Put in on the scr of your Sky box. That should then login to your Disney account on your Sky box

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Bet it's the same email address.

[MCHENERY]

@stereohaven @DaveDrizen @Chodley 

OK, have had another go.

When I open the App on my TV and get to the screen with the QR code and activation code I sacn the QR code on my phone and it takes me to the Disney+ website login. When the login page opens up there is only a  password box and as I haven't got a password I choose Continue with a one-time passcode. This sends me a passcode to my email which confirms the correct email is being used. After receiving and entering the code the next page says Complete Subscription which afetr pressing asks me to choose a plan, no of which are the linked to sky plan.

Also when I go into Manage My Account my email is showing as correct (the one I also use with Sky). Under Subscriptions and Billing it says there are No active Subscriptions