topic Re: Payment taken twice in Account & Billing

Payment taken twice

Kezzy01204 — Wed, 17 Jun 2026 07:27:25 GMT

Hi I went in my

app and it told me my

bill was due to be taken on the 16th, the money hadn't come out of my bank account, so I manually paid it so it was on time, then later in the day they took the payment again. It now says im

in credit is there a way I could get this back?
thanks 🙂

Re: Payment taken twice

GD1 — Wed, 17 Jun 2026 07:48:17 GMT

@Kezzy01204 Making a manual payment close to your direct debit date won't stop the direct debit as you've found.

You should never be making manual payments unless Sky have asked you to.

Does you current bill also show as paid as well as the credit showing? If so we can ask the community mesaaging team to help with the refund.

Re: Payment taken twice

Kezzy01204 — Wed, 17 Jun 2026 07:40:46 GMT

Yes the bill shows as

paid. I paid manually as I am new with sky and have come to realise that skys direct debits come out later in the day.

Also I have just changed bank accounts recently and was worried the direct debit was unsuccessfully taken and didn't want to be late with my payment.
Many thanks for making me feel like a 5 year old though.

Have a lovely day Karen. 🙂

Re: Payment taken twice

GD1 — Wed, 17 Jun 2026 07:50:50 GMT

@Kezzy01204 Do you want the Community Messaging team to help with the refund? As we can ask them to help.

Re: Payment taken twice

Kezzy01204 — Wed, 17 Jun 2026 09:32:37 GMT

Yes please

Re: Payment taken twice

caesarome — Wed, 17 Jun 2026 12:10:17 GMT

@Kezzy01204

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: Payment taken twice

arcadeavenger — Wed, 17 Jun 2026 14:23:57 GMT

Thanks for escalating this @caesarome. We’ve sent @Kezzy01204 an invite to chat.

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