topic Re: Failed payment in Account & Billing

Failed payment

Natalie20 — Fri, 16 May 2025 06:31:20 GMT

Hi my payment had failed due to my account being froze due to fraud can I pay this next week when new bank card arrives

Re: Failed payment

Daniel0210 — Fri, 16 May 2025 07:03:10 GMT

Best try to call Sky asap but I think the usual billing process will apply…

If your services are not yet restricted the following process applies…

🔹If you have a Direct Debit set up and the payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.

🔹If you have a Continuous Card payment method set up, if the payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

Re: Failed payment

Wayne173 — Fri, 16 May 2025 08:16:35 GMT

have reset direct debit for end of month but think payment hasn't gone through, payment will go through this time next week

regards Wayne Allcock

Re: Failed payment

MightyQuinn — Fri, 16 May 2025 08:24:39 GMT

Hi @Wayne173 I'm afraid that you not talking to Sky, please see Welcome below.

Re: Failed payment

Daniel0210 — Fri, 16 May 2025 09:36:56 GMT

@Wayne173 wrote:

Hi

have reset direct debit for end of month but think payment hasn't gone through, payment will go through this time next week

regards Wayne Allcock

@Wayne173

If you mean you've changed your payment date, that will apply to the next (June) bill.