LG TV sky store app won't login

[pj321]

Hi. Previously I've been able to rent and watch movies using the sky store app on my LG TV. 
After a recent update to the sky store app, it won't login properly. 

What happens when I open the app is that it shows the sky store logo and then displays "Well that didn't go to plan... Sky store isn't loading. Please try again in a bit." In small letters it also says "(0003)" which I was told is a login error. 
I have tried all the usual suggestions like uninstalling and reinstalling, changing the password, etc. 

Does anyone have any other ideas?
Can I remove the device from my account and then try to open the app on the tv to register it again?
Or does the removal count as one change and then you have to wait a month?

[mike+simmonds]

Hi @pj321 

There have been a few reports of this with LG TVs and Skystore. 

I've not heard of a resolution yet but of course - make sure your LG software is up to date. 

It's not a universal problem - mine still loads ok (no consolation to you I know) 

removing a device should allow you to add the next device you log in with. 

my guess is that this needs fixing by either LG or Sky. What I can suggest if you have no luck, try the LG helpline who I have found very helpful in the past. They may at least know if this a massive issue or just affects a few people. 

[mattie236]

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@pj321 wrote:

Hi. Previously I've been able to rent and watch movies using the sky store app on my LG TV. 
After a recent update to the sky store app, it won't login properly. 

What happens when I open the app is that it shows the sky store logo and then displays "Well that didn't go to plan... Sky store isn't loading. Please try again in a bit." In small letters it also says "(0003)" which I was told is a login error. 
I have tried all the usual suggestions like uninstalling and reinstalling, changing the password, etc. 

Does anyone have any other ideas?
Can I remove the device from my account and then try to open the app on the tv to register it again?
Or does the removal count as one change and then you have to wait a month?

---

Yes, you should try removing your TV from your Sky Store account as it is a valid and often successful troubleshooting step. The "Well that didn't go to plan... (0003)" error indicates a login or device authentication issue, likely caused by a recent app update corrupting the login token on your TV. You can remove the TV by logging into your account on the Sky Store website under the "Manage Devices" section. Be aware that doing so will use one of your limited monthly device changes. If this doesn't fix the problem, your best option is to contact Sky Store support directly, as they can perform a manual reset on your account.

[pj321]

The TV is quite old (2017) but it is still meant to be supported.  It's up to date (although there haven't been any updates for a long time).

LG were not helpful - they just said it's a sky issue. 

Sky  store were more helpful (when you FINALLY get through to the right team). They suggested the usual things about uninstalling and reinstalling but I already tried that. They didn't offer to do a manual reset on the account - do you just ask for that?

Meanwhile I had emailed them and the eventual response was that it's a problem in the LG WebOS and they are waiting for LG to fix it. 

I did remove the device from my account but I'm unable to add it back in because when I open the app, it doesn't log in.

Out of interest, my NOW TV app stopped working earlier this year too. It plays some movies and not others and I got the same response where each company blamed the other and neither side is going to do anything about it. 

All the other apps (iplayer, youtube, etc) still work fine so it's annoying that sky won't support older devices. 
Do I really need to buy a new TV just to watch the movies I've purchased? You'd think there'd be more focus on being eco these days and helping customers to use their devices for as long as possible. 

I think I'll try a roku stick.