Viewing card issue

[Cazzie7]

We have a Sky+ box and getting this message:

'This viewing card is not authorised. If you have a new card please insert now.

We have taken the card out and back in but still getting the same message.

[Mark39]

Have you previously ordered, then cancelled Sky Q?

[Cazzie7]

No we haven't

[Mark39]

Is there some background to this? Is it the same Viewing Card and the same Sky box you've been using since last October?

[Cazzie7]

Yes same box and card for 10+ years

First time we have taken the card out today

[Mark39]

Try removing the Viewing Card then turning your Sky box off at the plug for at least 4 minutes. After switching back on, wait until you have menu access, then reinstall the Viewing Card. 

If you still see the same message, you'll have to give Sky a call, I'm afraid.

[Cazzie7]

We've tried that twice now.

Sky are sending out a new card for us.

Thanks anyway!