topic Re: Credit balance refund in Account & Billing

Credit balance refund

FE974_REUNION — Wed, 29 Jul 2026 19:27:42 GMT

Hi, I'm trying to get the credit balance shown on my account refunded to me. Does Sky refund it automatically or do we need to request this? I tried to open a chat to ask but because I cancelled my broadband and technically no longer a customer I can't start a chat. How do I go about getting it refunded as it is unlikely I will be using Sky in the near future for that open credit balance to be used against a next bill! How do I contact the accounts team to query this please? Thank you in advance!

Re: Credit balance refund

MightyQuinn — Wed, 29 Jul 2026 19:37:53 GMT

Hi @FE974_REUNION Please confirm that your payment method is still in place and you can see the credit on your account. If this is the case we can escalate it to the community team to request your refund.

Re: Credit balance refund

FE974_REUNION — Wed, 29 Jul 2026 21:13:00 GMT

Hi MightyQuinn, Yes my payment method are still in place.

Re: Credit balance refund

caesarome — Wed, 29 Jul 2026 21:31:31 GMT

@FE974_REUNION

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 balance refund

Danz994 — Thu, 30 Jul 2026 08:26:26 GMT

Good morning @caesarome Thanks for making us aware of this. I'll send @FE974_REUNION an invite now and we can assist further. Thanks, Danielle

Re: Credit balance refund

FE974_REUNION — Thu, 30 Jul 2026 16:49:57 GMT

Hi Dan994, have you sent the invite yet? I don't seem to have received this yet? Is it on email or in here please?

Re: Credit balance refund

Daniel0210 — Thu, 30 Jul 2026 16:54:52 GMT

@FE974_REUNION
As well as an email (if you have elected to receive them) 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