topic Re: Credit refund not processed in Account & Billing

Credit refund not processed

Colin7676 — Thu, 03 Sep 2026 12:15:06 GMT

We have left Sky tv / broadband but continue to pay each month for the Sky glass tv. Our old account is in credit and the money has sat in our account for at least 5 months with no movement. How can I access this credit and withdraw it?

Re: Credit refund not processed

Daniel0210 — Thu, 03 Sep 2026 12:16:59 GMT

@Colin7676
Refunds after cancelling a subscription should only take about 6 weeks from the last day of connection, but posts on here suggest it’s taking longer ~ It can't be transferred to your Glass account.

We can potentially help you get it refunded within 3-5 working days via staff from the Community Messaging Team on here. Let us know on this thread if you want to do that.

Before we can escalate it to Sky we need confirmation that the payment method is still active.

If you’ve already cancelled your payment method Sky can either reinstate it, or get a back office team to raise a cheque to post to you but that obviously takes a lot longer.

Re: Credit refund not processed

Colin7676 — Thu, 03 Sep 2026 12:22:08 GMT

The payment method is no longer active, a cheque would be suitable.

Re: Credit refund not processed

Daniel0210 — Thu, 03 Sep 2026 12:26:38 GMT

@Colin7676
I’ve escalated your post to Sky and staff from 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 refund not processed

arcadeavenger — Thu, 03 Sep 2026 13:04:44 GMT

Thanks for escalating this @Daniel0210. We’ve sent @Colin7676 an invite to chat.

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