topic Re: Credit on Account but since moved home in Account & Billing

Credit on Account but since moved home

EmilyD00 — Wed, 18 Mar 2026 12:42:12 GMT

Recieved an email from Sky to say there's credit on my account that needs to be refunded through cheque to be sent to address I no longer live at. How can I get this sent to my new address or via bank?

Re: Credit on Account but since moved home

Daniel0210 — Wed, 18 Mar 2026 12:46:55 GMT

@EmilyD00

The quickest method is for you to call Sky. They can either:

raise a cheque and post it to you or
reinstate your previous payment method and refund you within 3-5 WORKING days

Re: Credit on Account but since moved home

JimM1 — Wed, 18 Mar 2026 12:48:07 GMT

@EmilyD00 Have you called sky, or is there anything on the e-mail that points you in the right direction, if your DD is still open they can arrange a transfer.

Re: Credit on Account but since moved home

Daniel0210 — Wed, 18 Mar 2026 13:36:53 GMT

@EmilyD00

I have just received confirmation the Community Messaging Team may be able to help you with this if you prefer a private chat with one of the team in preference to calling. Let us know on this thread if you want to try that.

Re: Credit on Account but since moved home

EmilyD00 — Wed, 18 Mar 2026 13:39:22 GMT

They have given me a number to call but just wants my sky number so they can send the cheque to the address connected to the account which I'm no longer at. It's been over a year since I've been with sky.

Re: Credit on Account but since moved home

EmilyD00 — Wed, 18 Mar 2026 13:40:41 GMT

Yes that would be helpful thank you

Re: Credit on Account but since moved home

Daniel0210 — Wed, 18 Mar 2026 13:43:58 GMT

@EmilyD00
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Credit on Account but since moved home

Jason- — Wed, 18 Mar 2026 14:44:43 GMT

Hello @Daniel0210, thanks for bringing this to our attention. I'll be sure to drop @EmilyD00 an invite now and we can get this sorted 😊

Thanks, Jason-

Re: Credit on Account but since moved home

TJ104 — Thu, 19 Mar 2026 10:38:18 GMT

Hi there,

I'm in the same situation. I would like to arrange a repayment of credit but have also moved. Could you please reach out to me and arrange repayment?

Many thanks

Re: Credit on Account but since moved home

Daniel0210 — Thu, 19 Mar 2026 10:56:18 GMT

@TJ104

Is your payment method still active and can you confirm the credit is showing as such on your Sky account?

Re: Credit on Account but since moved home

TJ104 — Thu, 19 Mar 2026 11:03:36 GMT

Hi there,

The credit is showing in my account however the payment method is no longer active.

kind regards

Re: Credit on Account but since moved home

caesarome — Thu, 19 Mar 2026 12:03:40 GMT

@TJ104

You might be asked to restore the payment method otherwise a cheque would have to be sent out so to get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Credit on Account but since moved home

LJB-C — Thu, 19 Mar 2026 12:32:44 GMT

Thanks for escalating this @caesarome. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Credit on Account but since moved home

nasreenghani123 — Wed, 08 Apr 2026 09:20:58 GMT

Hi,

I'm in the same situation too. I have also moved. Could you please reach out to me and arrange repayment? Thanks

Re: Credit on Account but since moved home

Daniel0210 — Wed, 08 Apr 2026 09:26:58 GMT

@nasreenghani123
Before we can escalate it to Sky please confirm in your reply that…it’s still currently showing as a credit on your Sky account and if the payment method is still active.

Re: Credit on Account but since moved home

nasreenghani123 — Wed, 08 Apr 2026 09:53:49 GMT

Hi, yes I can confirm there is still credit on the account.

I cannot see any payment method linked to it tho. They sent me an email saying a cheque will be sent but it would go to my old address. How do I update my current address as I’m not a sky customer anymore.

Thanks

Re: Credit on Account but since moved home

Daniel0210 — Wed, 08 Apr 2026 09:56:13 GMT

@nasreenghani123
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Credit on Account but since moved home

LJB-C — Wed, 08 Apr 2026 10:19:12 GMT

Thanks for escalating this @Daniel0210. We’ve sent @nasreenghani123 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Credit on Account but since moved home

nasreenghani123 — Wed, 08 Apr 2026 12:05:06 GMT

Thanks for your help.

I actually found a way to speak to sky directly and they fixed the issue within few minutes. If anyone else needs help call them direct on [Removed]

Moderator notes: Removed phone number

Re: Credit on Account but since moved home

Daniel0210 — Wed, 08 Apr 2026 10:34:18 GMT

@nasreenghani123

Your post has been removed as phone numbers aren't allowed on here. I will cc in

@LJB-C so the escalation is cancelled.