Discovery +

[pda]

Anyone else having issues with Discovery +. I have followed all the instructions, however when I actually want to watch anything on Discovery + it keeps telling me to upgrade?

[Addie15]

Hi there, @pda. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Mr+Flibbles+86]

We are still looking to help you @pda. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Sha6]

I am having the same issue with discovery+ 

just keeps saying I need to upgrade 

[MarkGoldsmith]

@Sha6 when you go into manage accounts on your Discovery + account what does it say under the subscription type. Does it show similar to the screenshot below?

[Sha6]

No I do not see that screen mine says manage subscription to upgraded visit discovery+ .com

do you think I need to deactivate discover+ and start again 

thanks

[MarkGoldsmith · Accepted solution]

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@Sha6 wrote:

No I do not see that screen mine says manage subscription to upgraded visit discovery+ .com

do you think I need to deactivate discover+ and start again 

thanks

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So if you aren't seeing that then your sky and discovery + accounts haven't linked. So all you can do is go through the on-boarding/linking process again.

It seems to be quite common for the linking to not work the first time. I had to link it twice it order to get discovery+ to work. 

https://www.sky.com/help/articles/sky-marketplace-subscribe-to-discovery-plus

[Natinda]

I'm having the same issue, spoke to sky for over an hour last weekend and still not resolved. The discovery plus team advised that sky need to unlink the account so that i can link it again, but sky don't seems to have unlinked it yet (it has been over a week). I would appreciate a resolution from sky online, as don't fancy a repeat of being passed to 5 different employees again who didn't seem to understand the problem. 😞 

[MarkGoldsmith]

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@Natinda wrote:

I'm having the same issue, spoke to sky for over an hour last weekend and still not resolved. The discovery plus team advised that sky need to unlink the account so that i can link it again, but sky don't seems to have unlinked it yet (it has been over a week). I would appreciate a resolution from sky online, as don't fancy a repeat of being passed to 5 different employees again who didn't seem to understand the problem. 😞 

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I could be wrong but I would suspect discovery need to unlink it from their end as Sky won't have access to your discovery plus account to unlink it. It's your discovery plus account that will be linked to Sky and will say that the billing is provided or managed by Sky. In theory that is what needs to be cleared/reset from your discovery plus account and then the discovery plus account wouldn't be associated with your Sky account.

[Natinda]

Thanks, I will query with the Discovery team again, however they said it would be sky who would need to unlink, and they were unable to recognise my email address as a Sky linked email address, even though my same email is linked to both sky and discovery. I seem to be stuck in the middle 😞 

[MarkGoldsmith]

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@Natinda wrote:

Thanks, I will query with the Discovery team again, however they said it would be sky who would need to unlink, and they were unable to recognise my email address as a Sky linked email address, even though my same email is linked to both sky and discovery. I seem to be stuck in the middle 😞 

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@Natinda when you go into manage accounts on your Discovery + account what does it say under the subscription

[Natinda]

It says "good news, you already have discovery +. You just need to open the app and sign in to start watching". I do this, using the same email address as my sky account, and it says i need to upgrade. Weird thing is that it was working fine until a few weeks ago, then it signed me out and when I signed back in again, it suddenly started saying I needed to upgrade, and now the Discovery + team is saying they don't recognise my email address as one that is linked to sky. 

[Sha6]

Natinda  let me know if you solve this as I am still having the same problem and I have given up trying to solve it it's taking up too much time 

[Daniel-F]

Hi @Natinda 

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Greenfingers001]

Thanks for escalating this. We’ve sent @Natinda an invite to chat.