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Unable to sign in to Sky Go

  • If you are having problems with signing in to Sky Go on your computer, it’s worth visiting our Service Status page to ensure that there are no significant problems in your area that could be causing the disturbance with Sky Go. If there are issues listed on this page, our engineers will be working on resolving the problem, so please try again in a few hours.

    Forgotten your password?

    If there are no reported issues on the Service Status page, check that you are using the correct Sky iD and password. Your password is case sensitive, so ensure that caps lock is turned off and that you are inserting the correct characters.

    If you have forgotten your Sky iD and/or password, follow the Forgotten your username/password links at the bottom of the Sky Go sign in page to receive a reminder.

    Turn off accessibility options

    If you have high contrast enabled in the accessibility options on your pc to help improve the visibility of items on your computer screen, you may not be able to enter your username and password on the Sky Go login page. You can turn off these settings by following the steps below.

    1

    Open Start from your Windows menu bar, then select Control Panel.

    2

    Select Accessibility Options and enter the Display tab.

    3

    Untick the Use High Contrast box.

    4

    Save these settings by selecting Apply and then Ok.

    Update Flash player

    If you still can’t see the username and password boxes on the Sly Go log in page, this may be due to you using an older version of Adobe Flash Player. Follow the steps below to update Flash player on your computer.

    1

    Close the Sky Go application on your PC.

    2

    Go to http://www.adobe.com

    3

    On the download section, near the bottom right, select Adobe Flash Player.

    4

    A pop up bar at the top of the screen may appear - click on this bar, followed by Install ActiveX Control.

    5

    Follow the on screen installation instructions.

    6

    A confirmation will appear to confirm Flash Player is installed. If the confirmation does not display or an error message appears, contact Adobe technical support for more information.

    7

    Once Flash Player has successfully installed, re-open Sky Go on your desktop and check that the username and password dialog boxes are visible.

    Enable cookies

    Sky Go uses cookies to monitor your preferences, including remembering your username and password to save you from having to enter your details each time you visit the Sky Go website. If your browser is currently set up to block cookies, this may prevent you from signing in to Sky Go.


    To enable cookies, follow the steps for your web browser. Instructions for the latest versions of the four most common browsers are given here. If you don’t have the latest version of your browser then we recommend you update it. If you use a different browser then please check the support notes for your browser on how to accept cookies.

    • Internet Explorer 8

      1

      Click on the Tools menu and then click on Internet Options.

      2

      Click on the Privacy tab.

      3

      Use the slider under Settings to set your privacy level.

      4

      It should not be set to Block all Cookies.

      5

      Setting the slider to High, Medium High or Medium should let you access the secure site you need.

      6

      Select OK.

    • Mozilla Firefox

      1

      Click on the Tools menu and then click on Options.

      2

      Click on Privacy.

      3

      Check that the Firefox will: drop-down box is set to Remember History.

      4

      Click OK.

    • Google Chrome

      1

      Click on the Tools menu (the small spanner) and then click on Options.

      2

      Click on the Under the Bonnet tab.

      3

      Click on the Content Settings button.

      4

      Select the Cookies tab.

      5

      Select the option to Allow local data to be set.

      6

      Click Close and Close again.

    • Safari

      1

      Click on the Settings menu (the cog) and then on Preferences.

      2

      Select the Security tab.

      3

      Under Accept cookies select Only from sites I visit.

      4

      Close the pop-up box using the little square in the top right-hand corner.


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