Support during the coronavirus outbreak

If you need help and can't find an answer in our Help Centre, send us a message or use our online chat. During business hours we usually respond to chats within 2 minutes.

Read our advice to members or find out what to do in an emergency.

Getting a refund for credit in your account

If your account is in credit by more than your monthly payment amount you can email to ask for a refund.

If you prefer, you can use your credit to pay for your energy, by lowering your monthly payment amount in your Bulb account - we'll suggest a new payment amount that will let you use up your credit over time.

Refund requirements

Before we can give you a refund, you'll need to make sure your account has each of the following:

A recent meter reading

Submit a reading before you get in touch. If we don’t have a recent reading, your Bulb account balance may not show how much energy you’ve actually used.

A month's worth of credit

We take payments for the month ahead. So you should always have a month’s worth of credit in your Bulb account to cover next month’s statement.

A regular payment method

If you've recently changed payment methods, wait until a payment has been taken from your new one before requesting a refund.

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