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 3 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

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

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.

Everyone tends to use more energy in winter. Your equal payments have been averaged to build credit in the summer to see you through colder months. 

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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