topic Re: Payment in Account & Billing

Payment

Tyler38_ — Fri, 31 Oct 2025 06:57:33 GMT

I have already paid my bill and it's saying I have an outstanding balance I actually have credit as paid bill twice

Re: Payment

Daniel0210 — Fri, 31 Oct 2025 07:03:54 GMT

@Tyler38_ wrote:

I have already paid my bill and it's saying I have an outstanding balance I actually have credit as paid bill twice

@Tyler38_

It sounds like you've made an unnecessary manual payment.

If you have a continuous payment method set up (which the T's and C's state you should have), you never need to make a manual payment. Once the original planned payment has been processed a credit should appear on your Sky account for the amount you have overpaid.

This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, contact Sky who can arrange a refund within the standard 3-5 working days. We used to escalate this to the Messaging Team on here but unfortunately that process is not currently available. Either call, use Sky Assistant or perhaps use social media to initially make contact.

Re: Payment

Chrisee — Fri, 31 Oct 2025 07:06:14 GMT

@Tyler38_ carefully check the bill as if you have paid twice the outstanding balance will show as a negative figure ie a credit . Never manually pay a bill where you have a continuing payment like a direct debit set up as these are taken automatically unless the account was clear at least14 days before the due date.

If the bill is incorrect call Sky to ask what has happened.