Unable to confirm surname on sky store

[Collette10]

Has anyone had any issues confirming their surname when logging into sky store, I enter my surname and then it says we have encountered a problem it's spelt right I've checked everything, when I click not now it lets me in but I can't choose any films that sky have given me with the VIP rewards 

[caesarome]

@Collette10 

Have you made sure your title (Mr, Mrs etc..) and surname is filled in here:

https://www.sky.com/mydetails/sky-id

The tried logging into the Sky Store ?

[Collette10]

• It's nothing like that it says hello Collette then underneath to enter my surname or has the option not now, so when I try to enter my surname it doesn't let me into the store please see the attached images

 

 

[caesarome]

On the first image what happens whe you enter your surname and press confirm ?

[Collette10]

The second picture then happens

[mike+simmonds]

Hi @Collette10 

@caesarome is more of an expert on this than me - but I think the two of you are talking at cross purposes. 

On the page when the system says "hello Collette" it is wanting you to enter your surname. It's doing this so it can match what you enter to the records it holds about you elsewhere. 

the link @caesarome sent you above is what it is trying to match to. 

So (I think ) you need to go to the link he provided, enter in your details so Sky has them recorded. 

Then go back to the "hello Collette" screens and enter your details there. 

then - hopefully Sky will match the "Hello Collette" information to its other records. 

Try that. Hope it works. 

[Collette10]

No that didn't work neither but all my details are correct 

[caesarome]

@Collette10 

Usually it does work so as entering your surname hasn't fixed it then I would get in touch with Sky Store support regarding this, they have a live chat you can use that is available from 11am-7.30pm Monday to Saturday and can be found here:

https://www.skystore.com/help/contact-us

[Collette10]

Panic over people!! I sussed it so if anyone else has this issue you need to download the skygo app on your phone and then login first and then it works thank you all for trying to help much appreciated