Billing & Payments
Billing made simple. Find all your billing answers here.
Bill Support
Billing made simple. Find all of your answers here.
Payment Support
We’re here to help with your payments.
Most commonly asked questions
Yes. If your account is in credit, you may be eligible for a refund — just get in touch. We may check your recent billing and meter readings before we process it.
If you're on a Budget Plan, we may not be able to refund the full credit balance. Some credit is expected and helps cover higher energy costs later in the year. Read more about Budget Plans.
Once approved, refunds are usually processed within 3 to 5 working days. We'll always aim to get your refund to you as quickly as we can.
You can reset your PIN at any time using the Budget Energy App or by visiting https://portal.budgetenergy.co.uk/.
Follow the steps below to regain access:
- Visit the Login Page. On the screen, select "No Account/Forgotten PIN?". This will take you to the PIN reset page.
- Enter the email address registered on your Budget Energy account, then select "Reset PIN/Submit". We will send you an email with a link to reset your PIN.
- Check your email. Open the email from Budget Energy and click "Update My PIN".
- Create your new PIN and select "Submit"
- You will see a confirmation message indicating that your PIN has been successfully updated.
If you experience any issues resetting your PIN, please get in touch with our Customer Care team, who will be happy to help you.
If you are opting not to pay by Direct Debit or Pay as You Go, you will be required to pay a security deposit of £150.
This amount will be repaid by Budget Energy to you, within one month, if you decide to pay your bills by Direct Debit or if you request to have a prepayment meter installed and have no outstanding balance on your account. This security deposit will also be repaid, within one month upon finalisation of your electricity account with us, considering any unpaid electricity charges.
In addition, any security deposit given by a customer shall be repaid within 28 days where, in the previous 12 months, the customer has paid all charges for the supply of electricity demanded from them within 28 days of each written demand.
Where this Agreement is terminated by you, you agree to provide us with a meter read for the supply point at the Relevant Address for the date of termination. If you do not fulfil your obligation under this clause, it is accepted that we will estimate the final meter read for the supply point at the relevant address and provide a final bill reflecting the estimate.