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Sky Q viewing card error messages

For help with Sky Q viewing card issues see the suggestions below.

  • "Your viewing card needs to be paired to your Sky Q box"

    To pair your viewing card:

    1. Press Home on your Sky Q remote, select Settings, then select System Info.
    2. Select Viewing Card Number, then select Setup. The message "Pairing viewing card" displays, followed by "Viewing card paired".
    3. Try viewing your show again.

    Make sure that your Sky Q box remains connected and switched on until channels are active.

    Card pairing usually takes a few minutes, but can sometimes take up to four hours.

    If it takes longer, or if you still get the message "Viewing card not paired", please contact us.

  • "No viewing card. Please insert your viewing card with the chip facing up"

    Check that your viewing card is in the slot on the right-hand side of your Sky Q box.

    If it is, remove and re-insert it:

    1. Push the viewing card in slightly to release it.
    2. Remove the card, and then re-insert it with the gold chip facing up, as shown below. Make sure that the card clicks into place.
    3. Now try to watch a subscription channel. If you still get the same message, try restarting the 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 onscreen instructions to disappear then press Home on your Sky Q remote.

    If you still get the same message, please contact us.

  • "Viewing card cannot be read"

    If your viewing card can't be read, there are a few things you can try to fix the issue.

    Remove and re-insert your viewing card

    1. Push the viewing card in slightly to release it.
    2. Remove the card, and then re-insert it with the gold chip facing up. Make sure the card clicks into place.

    If you try to watch a subscription channel and you still get the same message, try restarting your Sky Q 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 onscreen instructions to disappear then press Home on your Sky Q remote.

    Now try to watch a subscription channel. If you still get the same message, please contact us.

  • "Please insert your viewing card with the chip facing up"

    Check that your viewing card is in the slot on the right-hand side of your Sky Q box. If you've recently received a new viewing card, try that card instead.

    If you haven't received a new card, remove the current one and re-insert it:

    1. Push the viewing card in slightly to release it.
    2. Remove the card, and then re-insert it with the gold chip facing up, as shown below. Make sure that the card clicks into place.
    3. Now try to watch a subscription channel.

    If you still get the same message, try restarting your box.

    Restart your box

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

    If you still get the same message,please contact us.

  • "Insufficient credit on your viewing card"

    To increase the credit limit on your card, please contact us.

  • "Your viewing card is no longer active. If it has been replaced, please insert the new viewing card with the chip facing up"

    If you've been issued a replacement viewing card you'll need to wait for this to arrive in the post before you can continue viewing. Your new viewing card number should start with a 7 or higher.

    When it arrives, insert the new viewing card, check you've got an active broadband connection and pair your viewing card:

    1. Press Home on your Sky Q remote, select Settings, then select System Info.
    2. Select Viewing Card Number, then select Setup. The message "Pairing viewing card" displays, followed by "Viewing card paired".
    3. Try to view a show.

    Make sure that your Sky Q box remains connected and switched on until channels are active.

    Card pairing usually takes a few minutes, but can sometimes take up to four hours. If it takes longer, or if "Viewing card not paired" still appears, please contact us