Sky store log on issues

[K.elly03]

I cannot log onto my sky store through my lg smart tv ive tried a reboot ive tried uninstalling the sky app reconnecting wifi still stuck on signing into sky store and nothing else dont know what else to do 

[caesarome]

Other people are reporting similar issues @K.elly03 so all you can do is to contact Sky Store support:

https://www.skystore.com/n/hlch/help/contact-us/live-chat

[JayneDoh]

I'm having the exact same issue. Has it resolved for you? I've tried the same as you - uninstalling/reinstalling, rebooting, resetting and nothing has worked. Even the sky experts in the live chat can't help. I'm stuck, I've been trying for over 3 hours to log in. 

[mike+simmonds]

Which device are you trying on @JayneDoh ?

What happens when you try to log on ? 

A few weeks ago there was a problem for several users which I think cleared up quickly for those whose posts I read. 

[GD1]

@JayneDoh  Have you followed @caesarome  advise and contacted the Sky Store team?

[JayneDoh]

I'm trying to log on to sky store via my LG Smart Tv. 

I have spoken with two Sky Experts via their live chat, followed all the troubleshooting steps several times to no avail. 

I've just tried it again and it's still not working. 

[JayneDoh]

Sorry forgot to say, the issue is signing in. It's continuously loading, it says signing in and has the circle of death going around and around for hours.

[JayneDoh]

I have yes.

[mike+simmonds]

Hi @JayneDoh 

I have an LG smart TV and I can login with no problem on it - so that doesn't suggest there is a widespread problem 

I think you said earlier that you uninstalled the app and reinstalled it - if not I would suggest that 

Also there have been a couple of recent LG firmware updates on my TV so I would check that also 

Can you log on ok on other devices ?  

If you login to your Skystore account on a browser - then click on your name - then "my account / devices" do you see your TV in that list ?  If not you may need to remove another device first. 

Those are the things I would look at - hope one of them helps 

[caesarome]

---

@mike+simmonds wrote:

If you login to your Skystore account on a browser - then click on your name - then "my account / devices" do you see your TV in that list ?  If not you may need to remove another device first. 

---

A direct link to your Sky Store devices can be found here:

https://www.skystore.com/n/adev/my-account/devices

[JayneDoh]

@mike+simmonds  I'd never used the sky store app on my smart tv before, this was the first time using it. It allowed me to sign in the first time and it allowed me to rent/pay for a film. But when I clicked on the watch button this is when the problems started. The film was loading for about 10 minutes, again the circle going around and around and the word loading on screen. I tried going back to the main menu but it wouldn't come off the loading screen, I tried exiting the app and that also wouldn't work so I had to switch the tv off. I switched it back on and tried going back into the sky store app, this is where the signing in issue started. Everytime I uninstalled and reinstalled it went straight to the signing in screen with the circle going around.

The sky store app is up to date and my tv is never unplugged so that is also up to date.

The OP of this thread was having the same issue as me with the same tv so it isn't just me having this issue. It's a shame the OP hasn't replied as I really need help, I've run out of things to try and the sky experts aren't interested in helping beyond what I've already been told. I have sky store vouchers which expire in December so I'd like to get this fixed before they expire. 

[JayneDoh]

@mike+simmonds forgot to say, I have no issue signing in on other devices. It's strange, I looked at the devices list and my tv isn't on there even thought I did sign in successfully the first time. I only have one device on there so there is room for the tv.

[mike+simmonds]

Hi @JayneDoh 

I wouldn't assume your TV is up to date just because you never unplug it. I would definitely check your LG settings in support / software update to make sure auto update is turned on.  Search for updates if not. 

Personally I would also turn my TV off at the mains plug for a couple of minutes - just to help it reset 

Also - some of us on here have the option to escalate more confusing issues to Sky. So i have done that for you and they will hopefully contact you direct via a blue bubble appearing  in a window on your forum page 

I hope you get a good expert from Sky. 

[K.elly03 · Accepted solution]

My Sky store log on issues have now been fixed I reset my tv to factory settings and then i could access to log in again hope this works for all of you. 

[mike+simmonds]

Thanks for posting your resolution @K.elly03 

Akways useful 👏👏