Are you a Sky Q customer?

Yes, I'm a Sky Q customer No, I'm a Sky+ customer

For a more personalised experience, please sign in.

Thanks

We can now provide you with more relevant help.

Fixing problems with Remote Record

If Remote Record isn't working, check it's activated:

  • Online - Sign into My settings with your Sky iD then select Manage Remote Record. If you’ve forgotten your details, you can reset them.
  • In the My Sky app - Sign in using your Sky iD details, select Manage account > TV > TV settings and then View next to Remote Record. If you’re new to the app, visit our My Sky app page.

Remember to also:

  • Wait up to 30 minutes for your requests to appear in your recordings.
  • Check your Sky Q box isn't turned off at the power socket or in Eco mode between 2:30am and 5:45am.
  • Check the time and date on your device is correct.

  • Delete and reinstall the app

    Apple device

    1. Open the App Store.
    2. Type Sky Q into the search bar and tap Search.
    3. Find the Sky Q app and select Get. If the app has been downloaded before, you'll see a cloud icon instead. 
    4. Tap Install. Enter your iTunes password if prompted, then select OK. The app will begin downloading.

    Android device

    1. Open the Google Play Store.
    2. Type Sky Q into the search bar and tap Enter.
    3. Find the Sky Q app and select Install.
    4. Enter your Google Play Store password if prompted, then select OK. The app permissions screen will show. Tap Accept. The app will begin downloading.

    If you're still having problems, try restarting your box.

  • Restart your box

    1. Switch your Sky Q box off at the mains.
    2. Check that both ends of all cables are securely connected.
    3. Switch your Sky Q box back on at the mains.
    4. Wait for the on screen instructions to disappear then press Home on your Sky Q remote.

    If you’re still having problems, please contact us.