If you purchased a Pass on sky.ch but the app still asks you to buy it again, follow the steps below.
This FAQ only applies if you are sure your Pass is active. It does not cover internet or device connection issues.
Who is this article for?
This applies to Sky Sport and Sky Show customers.
Why does it say I need to buy a Pass again?
Several reasons can cause this message, even if you already paid.
1. Is your Pass really active?
Log in to your account: https://user.sky.ch
Check the following:
Your Pass is marked as active.
The purchase was successfully completed.
There are no payment issues.
If the transaction failed, remove your payment method, add it again and retry the payment.
Also make sure you purchased the correct Pass for the content you want to watch (for example the correct Sky Sport Pass or Sky Show Pass).
2. Are you logged in with the correct email address?
Sometimes you accidentally create a second account.
Log out of the app completely.
Log back in using the same email address you used to purchase the Pass.
If you ever created another account in the past, try that email as well.
Using the wrong account is one of the most common reasons for this issue.
3. Have you refreshed the app?
Log out and log back in again.
This refreshes your subscription status in the app.
4. Have you restarted your device?
Completely restart your smartphone, tablet, Smart TV or streaming device. Then reopen the app.
This often resolves mismatches between your account and the app.
5. Are you using the correct app? (Sky Show only)
This step does not apply to Sky Sport.
If you have a Sky Show Pass but are asked to pay for every movie or series, you are probably in the Sky Store app.
Make sure you open the Sky Show app (not Sky Store) to watch included content.
Still not working?
If your Pass is active and none of the steps above solve the issue, contact Customer Support for further assistance.