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Error message: "Sorry, it was not possible to validate your subscription"

  • If you are seeing the error message “Sorry, it was not possible to validate your subscription. Please try again”, 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 on your Xbox. 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.

    If there are no reported problems on the Service Status page, there may be an issue with the Sky software on your console.  To resolve this, try clearing the cache and reinstalling Sky by following the steps below.

    • Clearing the cache on Xbox 360

      1

      Go to My Xbox, and select System Settings.

      2

      Select Memory.

      3

      Highlight any of the listed storage devices (hard drive, USB or memory unit) and press the Y button on your Xbox 360 controller. It doesn’t matter which storage device you select, the cache will be cleared for all storage devices once confirmed.

      Important: Do not press the A button at this stage.
       

      4

      Select Clear System Cache, then Yes when prompted to confirm storage device maintenance.

      5

      You will see the on screen message “Performing Maintenance” while the cache is cleared. This may take a few moments to complete.

      6

      Highlight the storage device where Sky is installed and press the A button (this is typically the hard drive).

      7

      Highlight Games and then press the A button.

      8

      Highlight Sky in the list and press Y to display the Game Options.

      9

      Highlight the Delete option and press the A button.

      10

      Select Yes when the on screen prompt appears.

    • Reinstall Sky

      1

      Sign in to Xbox Live and then go to Video Marketplace.

      2

      Highlight the Sky tile and press A to select it.

      3

      Select the preferred storage location (this will typically be the hard drive on your Xbox 360).

      4

      Select Download Again.

      5

      Once the download completes, press the A button to launch Sky.

      6

      You may receive a prompt advising you to update your Sky software. If this appears, select Download Now to install the update.


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