I am having great difficulty obtaining a 16 digit subscrition code  for Disney Plus. I cannot access the included Disney plus on my Sky Q and mistakedly opened an independent subscription with Disney. I contacted them to cancel it ,they were excellent and terminated the subscriptions . They checked my email address and were not able to find my Sky account linked to Disney plus and told me to obtain a 16digit code for the subscription with Sky and they could sort it out. Call time 15 minutes

I tried to obtain said number from Sky via phone, chat bot and Whats app conversations and 3 hours later I still could not get the information I need!

My Sky account states I have access to Disney plus included and it has been activated , we were able to view during the free trial period. Unfortuantely our Sky box had to be replaced when we had superfast fibre broadband fitted ( all Sky) and the new box has never recognised  our elligibilty to Disney plus.

Sky tell me I must go back to Disney, and Disnay said Sky can give me the number.

Has anyone else had similar problems using Disney app?

How can I resolve this ?

The number I need for Disney is not visible in any area on My Sky but Sky have confirmed I have Disny plus on my account.