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Help for Sky Payments customers

It's easy to set up your Sky Payments account for the first time so you can make secure online payments, please see the frequently asked questions below for more information.

What is Sky Payments for?

Sky Payments accepts payment securely for Sky Go, Mobile TV and a host of other Sky services.

Why store my card details?

Sky Payments Account Manager securely stores your card payment details for a number of online Sky services. You enter card details when you pay for your first product. You do not need to re-enter the details for subsequent payments.

I'm having a problem editing my details in Account Manager

If your browser has JavaScript switched off, some navigation and editing functions in the Sky Payments Account Manager will not work properly. To fix this please enable Javascript in your browser. The way to switch on JavaScript varies by browser, some common methods are described below:

Mozilla Firefox

  1. Select Tools.
  2. Select Options.
  3. Select Content from the navigation bar.
  4. Select the checkbox next to Enable JavaScript.
  5. Select OK.

Internet Explorer

  1. Select Tools.
  2. Select Internet Option.
  3. Select the Security tab.
  4. Select Custom Level.
  5. Scroll down until you see a section labelled Scripting.
  6. Under Active Scripting, select Enable.
  7. Select OK.

Safari

  1. Select Edit from the main menu.
  2. Select Preferences.
  3. Select Security in the pop-up window.
  4. Ensure that the Enable JavaScript box is ticked.
  5. Close the pop-up window and try again.

Can I share my password with a friend?

No, because this will give them access to your personal data, and allow them to spend money on your card.

Card Details

It's easy to pay with your credit or debit card, please see our Frequently Asked Questions for more information.

What payment methods do you accept?

Credit and debit cards from Mastercard and Visa.

The expiry date for my credit card is approaching. Do I need to update my card details held on Sky Payments?

Yes. Even if the card number hasn't changed, its new expiry date must be applied to ensure you receive continuous service. To do this:

  1. Access the Card Details tab.
  2. Select Change Card Details.
  3. Enter your new details.
  4. Select update.

You can do this any time up to the day that your subscription is due to auto-renew. You are asked to perform a Mastercard Secure or Verified by Visa security check before your new card details are accepted.

How do I update my credit card or debit card detail held on Sky Payments?

If you change your card, just update the details online:

  1. Access the Card Details tab.
  2. Select Change Card Details.
  3. Enter your new details.
  4. Select update.

You are asked to perform a Mastercard Secure or Verified by Visa security check before your new card details are accepted.

Can I pay with my American Express card?

From 1st June 2011 we have not accepted American Express cards as a payment method for Sky Go. If you previously paid by American Express, then to re-start your service you will need to visit the Sky Payments Account Manager and provide payment details for an alternative card in the Card Details section.

Can I pay with a Maestro or Solo card?
No, Sky Payments no longer accepts payment using Maestro and Solo cards.

New Payments Account

How to set up Sky Payments for the first time.

How do I use a voucher?
Enter the voucher code in the Voucher Code field and then press the Apply button. The price showing in the Order Summary box will reduce to show the price remaining after the voucher is taken into account. You will need to pay for any outstanding balance using a card payment method.

What is the security code?
This is a three digit number that is printed on the signature strip on the back of your card.

How do I find my address?
If you have a UK address, in the Billing Address section type in your postcode and use the search link to get a list of nearby buildings from which you can select your home address. Sometimes it is better to leave the Building name/number field blank before searching.

What happens after I press Pay Now?
After selecting Pay Now, your bank will usually ask you to verify yourself. Depending on your card issuer, you will either see a Verified by Visa or a MasterCard SecureCode security screen with your bank’s logo. It will also contain the personal message that only you and your bank know about and that you provided to your bank when you signed up for the Verified by Visa or MasterCard SecureCode scheme.

This lets you know that the security screen you're seeing is genuine and that you can safely enter your Verified by Visa or MasterCard SecureCode password. When this is done the bank can authorise the transaction and you will see the Payment Confirmation page.

Nothing happens after I press the 'Pay Now' button
This can happen if JavaScript is disabled on your device. This could be because you are not connected through your trusted home network, have recently upgraded your browser or have installed new security software. The way to switch on JavaScript varies by browser, some common methods are described below:

Mozilla Firefox

  1. Select Tools.
  2. Select Options.
  3. Select Content from the navigation bar.
  4. Select the checkbox next to Enable JavaScript.
  5. Select OK.

Internet Explorer

  1. Select Tools.
  2. Select Internet Option.
  3. Select the Security tab.
  4. Select Custom Level.
  5. Scroll down until you see a section labelled Scripting.
  6. Under Active Scripting, select Enable.
  7. Select OK.

Safari

  1. Select Edit from the main menu.
  2. Select Preferences.
  3. Select Security in the pop-up window.
  4. Ensure that the Enable JavaScript box is ticked.
  5. Close the pop-up window and try again.

Order History

It's easy to track your Sky Payments order history, please read our frequently asked questions for more information.

How does a new subscription for the Sky Go app on my iPhone appear on my account?
New iPhone and iPad subscriptions since 1st September 2011 have been via iTunes. They appear on your Apple account as a subscription to Sky Sports TV, and on your bank statement as a payment to Apple. These payments do not appear in Sky Payments Account Manager and are not charged by Sky Payments.

Why does MPP Global appear on my credit card statement?
MPP Global operates the pre-pay wallet which you could top up with Service Credits to purchase video on demand via Sky Player. This facility has now been withdrawn. Top up payments and refunds of unused balance will appear as "MPP Global" on your card statement.

Why does Sky Payments Livingston appear on my statement?
Depending on the type of Sky TV subscription you have, payment may have been taken for Sky Player, Mobile TV or Sky Go. Payment may also have bene taken for Sky Identity Patrol, Sky Identity Shield or Sky Parental Alert, for purchase of a replacement remote control or viewing card for Freesat from Sky.

Personal Details

It's important to keep your personal details updated so you get the latest information about your account and you know your information is secure.

Can I change my email address for transaction confirmations?
Yes, transaction confirmation emails for the products listed in the Subscriptions tab are sent to the email address listed on the Personal Details tab on the Sky Payments website. This can be different to the email address you gave when you signed up. If you change your email address held by Sky Payments, it does not update the address used in other communications from Sky. To change the address used for other communications from Sky, visit the Your Profile page, type your preferred email address in the Email field and save your changes.

Subscriptions

How do I restart a subscription that I previously cancelled?
It's easy to restart a subscription online.

  1. Sign into the Account Manager.
  2. Access the Subscriptions tab.
  3. Select the on option under Auto renew.

I didn't update my expiring credit card detail before my Sky subscription auto renewal failed.
Don't worry, you can update your details without signing up again. However, please note Sky Go on an iPhone can no longer re-start an expired subscription. Instead it will be necessary to start a new subscription via the iTunes store.

  1. Sign into the Account Manager.
  2. Provide your new card details in the Card Details section.
  3. Select Change Card Details.
  4. Enter the new details.
  5. Select update.

You will be asked to perform a Mastercard Secure or Verified by Visa security check before your new card details are accepted.

What do I do if I my card is lost or stolen?
First, report the loss or theft to your bank and the relevant authorities, the update your details on the Sky Payments site:

  1. Sign into the Account Manager.
  2. Provide your new card details in the Card Details section.
  3. Select Change Card Details.
  4. Enter your new details.

You will be asked to perform a Mastercard Secure or Verified by Visa security check before your new card details are accepted. You can do this any time up to day that your subscription is due to auto-renew. You will not have to sign up again.

I didn't update my lost or stolen credit card detail before my Sky subscription was due to auto renew.
First, report the loss or theft to your bank and the relevant authorities, the update your details on the Sky Payments site. You do not have to sign up again.

  1. Sign into the Account Manager.
  2. Provide your new card details in the Card Details section.
  3. Select Change Card Details.
  4. Enter your new details.
  5. Select the update option.

You are asked to perform a Mastercard Secure or Verified by Visa security check before your new card details are accepted.

Please note Sky Go on an iPhone customers only have a 12 hour grace period to re-try a failed payment for a Sky Go on an iPhone subscription. After this grace period it will be necessary to start a new subscription via the iTunes store.

I cancelled the renewal of my Sky Mobile TV monthly subscription but I miss Sky and I’ve changed my mind.
After 6th July 2011 it is no longer possible to re-start your subscription for Mobile TV on an iPhone. Instead it will be necessary to start a new subscription via the iTunes store. A different price may apply.

Is money collected the same day every month?
Generally yes, though a subscription taken out at the end of a long month will get the renewal date brought forward in a shorter month, to the last day. For example in February renewals normally due on the 29th -31st of the month get brought forward to the 28th (or 29th in a leap year).

How do I cancel a subscription?
Sign in and go to the Subscriptions tab then under Auto renew click the off button. This will stop future subscriptions from being collected for that service.

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