What to do if you encounter an "Incorrect credentials" error when using "Apple Sign In"?

If you encounter this error, it may be related to the random email address that Apple created for you when you signed up via "Apple Sign In" on our Sky.ch website (this is the case if you chose to hide your personal email address).

To solve this issue, please follow these steps:

1. Retrieve the random address created by Apple:

This address is in the format: xxxxxxx@privaterelay.appleid.com

There are several ways to find this address:

1. From your Sky account: if you are logged in on at least one of your devices, go to "My Account" (or "Help & Account > User Info" on the TV app) to see the random email address created by Apple.
   
2. In the welcome email from Sky: check the welcome email that Sky sent you. Verify the recipient's email address; this is the random address created by Apple.
   
3. In your Apple profile:
   • Access your Apple profile in settings (on your iPhone or iPad, tap on your photo or name at the top of the "Settings" page),
   • then tap on the "Password & Security" menu,
   • finally, find the "Sign in with Apple" option and look for the applications using your Apple ID, especially Sky.
   • there, you should see the random email address.
     
4. In your iCloud+ option (for iCloud+ customers):
   • Access your Apple profile in settings (on your iPhone or iPad, tap on your photo or name at the top of the "Settings" page),
   • then tap on the "iCloud" option,
   • next, find the "Hide my e-mail address" option,
   • then search for the Sky application.
   • there, you should see the random email address.

2. Change your password:

• On the Sky login page, click on "Forgot your password?",
• choose the option "Receive a link by email",
• enter the random address, and then click "Send me an email",
  
• go to your inbox* to find the Sky password reset email and follow the instructions to create a new password.

(* Indeed, the random address automatically forwards emails to the inbox of your personal email address used for your Apple ID account.)

3. Sign in directly to Sky:

Once you have retrieved your random email address and created a new password, return to the Sky login page. Log in directly (without using "Sign In with Apple") with the random address and the new password you created.

This should allow you to successfully log in to your Sky account on all your devices.

If the problem persists, feel free to contact us for further assistance.