Paid online

[Mark6510]

I paid online but its still trying to take it out of my account and now saying I haven't paid

[GD1]

@Mark6510  You've made a mqnual payment close to the normal direct debit date therefore the payment you made will show as credit on the next months bill.

You don't need to be making manual payments like this as it will not stop your direct debit being collected as you've discovered.

[PandJ2020]

You need to let the automated payment be taken too. As above, the manual payment doesn't necessarily stop the automated one.

[Daniel0210]

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@Mark6510 wrote:

and now saying I haven't paid

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@Mark6510 

Correct. The manual payment was unnecessary and has correctly gone as a credit on your Sky account, and then if the planned payment Sky try to take fails your services stand the risk of being restricted.

This billing process applies to all customers …

🟢 If you usually pay by Direct Debit and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment made in this period will usually only go as a credit towards the following months bill leaving this months unpaid).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.

🟢 If you usually pay by Continuous Card and the full payment fails on the normal payment date Sky will send a text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it (even if you’re told otherwise on the phone). Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

[caesarome]

@Mark6510 

The chances are the payment you made has not paid this bill but instead gone into your account as a credit which should then be used to pay your next bill.