Top 5 questions
- Why hasn't my new viewing card arrived in the post?
If you haven't received your Sky replacement viewing card in the post then it may have been delayed by the Royal Mail strike action. Because of these postal delays, existing Sky viewing cards will remain valid until the postal situation has improved and we're reassured that cards are being delivered as planned.
- Why is the reminder to change my viewing card appearing on my TV?
If you haven't inserted your card into your Sky box a few days after it has arrived, then you'll start to receive on-screen reminder messages asking you to insert your new card. The longer you don't replace your Sky viewing card the more frequent these messages will appear, so please check your post and insert your card immediately. If you receive these messages but don't believe you have received your card you need to contact your Pay TV provider.
- Will I be charged for my new viewing card?
If you are an active Pay TV customer, your card will be replaced free of charge. If a further replacement card is required after the changeover process is complete, a charge may apply.
- What happens if I don't change my viewing card?
If you don’t replace your Sky viewing card, then you will lose access to any subscription channels you have and some free-to-air channels. This means when you try to access an affected channel you will get a blue screen with a message that states the program is unavailable.
The free-to-air channels affected include:- ITV1 – only if you’re in one of the following ITV1 regions: Anglia W, Central SW, Mer N, Mer SE, TT S, Yorks E (you can find out which region you receive by looking at the channel name on your TV Guide). Please note it will not automatically default to another regional version
- FIVE – only if you live in London, the North of England, Scotland
- FIVE (in these regions only: London, the North of England, Scotland)
- FIVE USA, FIVE USA +1, FIVER, FIVER +1
- Channel 4 HD
- Sky 3
- When will existing Sky viewing cards stop working?
We'll be switching off the old Sky viewing card in phases. However we won't begin switching them off until the postal situation has improved and we're reassured that cards are being delivered as planned. Please look out for your card in the post and replace it as soon as it arrives
- Why do I need to change my viewing card?
From time to time we need to replace Sky viewing cards with brand new ones to ensure you receive a secure and up-to-date service. Please insert your new card into your Sky box as soon as it arrives.
- When should I change my viewing card?
Change your viewing card as soon as the new one arrives, as your old card will stop working shortly afterwards.
- How do I remove my old viewing card and insert the replacement?
1. Ensure that your Sky box is switched on, with your old viewing card inserted. Pull out the old viewing card and insert your new one.
2. Wait for 20 seconds.
3. When you see the 'Changeover complete' message, press 'Back up' on your remote control. To see a demo go to Channel 998 on your TV and press the red button. - Where do I put my new viewing card?
Your replacement viewing card should go into the slot your old card has been taken out of. Some boxes have a cover flap over their card slot which means that the slot isn't instantly visible. Gently open the flap to find the slot, and replace the flap after you've inserted your new viewing card, to protect it. Find your card slot
- There's more than one slot on my Sky box – which one should the viewing card go into?
Your replacement viewing card should go into the slot your old one has been taken out of. Find your card slot
- Which way does my viewing card go into the slot on my Sky box?
Follow the arrow on the top side of the card. The gold chip should face downwards and be inserted first.
- Should I leave the mains switched on or off when swapping my viewing card?
Leave your Sky box connected to the mains and turned on while you change the cards. If you’ve already changed them with the box off, return your old card to the box and do the changeover again, with your Sky box on.
- Will I receive a new card for each box?
If you have more than one Sky box, you may not receive all your cards at the same time. Don't worry though - all the replacement cards you require will be sent to you before your old cards expire. You should change each card as soon as the replacement arrives.
- How do I know which card is for which box?
The letter sent with the card tells you which new card replaces each existing card. If you accidentally insert the wrong card, you will see a warning message on your TV screen telling you that you have inserted the wrong card.
- What happens if I don't change my viewing card?
If you don’t replace your Sky viewing card, then you will lose access to any subscription channels you have and some free-to-air channels. This means when you try to access an affected channel you will get a blue screen with a message that states the program is unavailable.
The free-to-air channels affected include:- ITV1 – only if you’re in one of the following ITV1 regions: Anglia W, Central SW, Mer N, Mer SE, TT S, Yorks E (you can find out which region you receive by looking at the channel name on your TV Guide). Please note it will not automatically default to another regional version
- FIVE – only if you live in London, the North of England, Scotland
- FIVE (in these regions only: London, the North of England, Scotland)
- FIVE USA, FIVE USA +1, FIVER, FIVER +1
- Channel 4 HD
- Sky 3
- I can't see a viewing card slot on my Sky box — what do I do?
Some Sky boxes have a cover flap over their card slot, which means that the slot isn't instantly visible. Gently open the flap and you'll find the slot. Remember to replace the flap to protect your new viewing card after you've inserted it. Find your card slot
- Why won't my new viewing card fit into the slot?
Please ensure you have removed your old viewing card, and are using the same slot that your old viewing card came out of.
- What do I do if my new card has been lost or damaged?
Contact your Pay TV Provider (see our list of providers) to order a new card, and continue to use your old card until the new replacement card arrives.
- I've changed my viewing card – why can't I view digital TV?
Please check the card carrier you received to ensure that you have inserted the correct card. Take the new card out of your Sky box, reinsert the old card and leave it in for 24 hours. Then try your new card again. If you are still experiencing problems, please contact your Pay TV Provider for assistance. See our list of providers.
- Why have I lost access to some channels or see a blue screen on my TV?
You will need to replace your card to gain access to these lost channels. If you haven't received your new card, please double check your post – the replacement was sent in an envelope marked 'Important information about your satellite TV viewing'. If you need further assistance, please contact your Pay TV provider – you can find their details in our list of providers.
- Why is the reminder to change my viewing card appearing on my TV?
If you haven't inserted your card into your Sky box a few days after it has arrived, then you'll start to receive on-screen reminder messages asking you to insert your new card. The longer you don't replace your Sky viewing card the more frequent these messages will appear, so please check your post and insert your card immediately. If you receive these messages but don't believe you have received your card you need to contact your Pay TV provider.
- When will I receive my new viewing card?
We are planning to mail out cards through to September/early October, so if yours hasn't arrived yet, don't panic as we're still mailing out cards. A few days before your card arrives you will see an on-screen TV message saying 'Look out for your new Sky viewing card arriving in the post soon.' It will arrive in an envelope marked 'Important information about your satellite TV viewing' and it's important that you insert your new viewing card as soon as it arrives – it only takes a few minutes to do and it comes with very simple instructions. Press BACK UP on your remote to clear the message when it appears – it may popup a few times before your card arrives.
- Why haven't I received a new viewing card?
We are planning to mail out cards through to September/early October so if yours hasn't arrived yet, don't panic. A few days before your card arrives you will see an on-screen TV message saying 'Look out for your new Sky viewing card arriving in the post soon.' It will arrive in an envelope marked 'Important information about your satellite TV viewing'. Press BACK UP on your remote to clear the message when it appears – it may popup a few times before your card arrives.
- Will I automatically be mailed a card?
You will be automatically mailed a card if:
- You have a Pay TV subscription
- You are a Pay Once Watch Forever customer
- You are part of the Digital SwitchOver (DSO) Help Scheme
- If you regularly purchase pay per view events but don't have a subscription then you may also be sent a free replacement card automatically, please contact your provider to check.
If you are not automatically being mailed a card you need to register for a replacement viewing card at sky.com/replacecard
- I am a Freesat from Sky customer, will I automatically be mailed a card?
We want to be sure that new viewing cards are sent to the right address so we're asking Freesat from Sky customers to visit sky.com/replacecard to confirm their up-to-date contact details and register for a card. For more information visit sky.com/replacecard.
- Why hasn't my new viewing card arrived in the post?
If you haven't received your Sky replacement viewing card in the post then it may have been delayed by the Royal Mail strike action. Because of these postal delays, existing Sky viewing cards will remain valid until the postal situation has improved and we're reassured that cards are being delivered as planned.
- When will existing Sky viewing cards stop working?
We'll be switching off the old Sky viewing card in phases. However we won't begin switching them off until the postal situation has improved and we're reassured that cards are being delivered as planned. Please look out for your card in the post and replace it as soon as it arrives.
- Why are we sending you a new viewing card?
From time to time we need to replace your viewing cards with brand new ones to ensure you receive a secure and up-to-date service.
- Is information about Sky Talk or my interactive services stored on my viewing card?
No, and changing your viewing card will not affect interactive online services.
- Will my viewing card PIN change?
No, your PIN will stay the same. You can change your PIN to something more memorable.
- I've cancelled my subscription and now I want to reinstate – will I get a new card?
You will be reinstated on the card you had at the time of your cancellation. If you are reinstated on an old card a new card will be issued at a later time.
- I've had digital satellite TV installed recently, do I need a new card?
If you have a white viewing card you do not need to replace it. If you see a message telling you to insert a new viewing card, and you haven't received one, please contact your Pay TV Provider for assistance. See our list of providers.
- I've moved home recently – will I need another card?
If you have moved without informing your Pay TV Provider, your details may not have been updated and your new card will be sent to your old address. Please contact your pay TV provider and let them know your new address. See our list of providers.
- What happens to Pay Per View and Pay Per Night movies and events I've ordered?
The purchase records will be transferred to your new card so you will still be able to enjoy the programmes you ordered.
- Will I be charged for my new viewing card?
If you are an active Pay TV customer, your card will be replaced free of charge. If a further replacement card is required after the changeover process is complete, a charge may apply.
- Will I lose any channels or settings, such as my favourite channels or programmes in my planner?
No. All the details of your subscription and services from your old card will be transferred to your new card. The channels you can view will remain the same, and you will still see all your favourite channels listed. Programme reminders you've placed in your planner (and your recorded programmes, if you're using a Sky+ or Sky+HD box) are also unaffected.
- I have Freeview – do I need to change my viewing card?
No, Freeview is a digital terrestrial service and only requires a viewing card to receive services from Top Up TV. These cards are provided by Top Up TV Europe Limited and not by Sky Subscribers Services Limited.
- I have Freesat from BBC/ITV, do I need to change my viewing card?
No, BBC/ITV Freesat is a digital satellite service from Freesat (UK) Ltd which does not require a viewing card.
- I've a card for another Pay TV Provider (apart from Sky) – what will happen?
You will be sent replacements for all cards that need changing automatically. If you use multiple cards in the same Sky box please contact your Pay TV provider for assistance – you can find their details in our list of providers.