Thank you for contacting us here in our community. Unfortunately it's necessary to confirm your age via the Postident procedure. Don't worry it doesn't hurts, but it takes a little bit of time. I will tackle that for you.
Please send me a direct/private message and tell me your customer number and current address.
Here's a guide for it: https://community.sky.de/docs/DOC-1005 (only in german, but with pics )