Getting a refund from Octopus just got faster and better
Refunds in just 1 to 2 days.
We know trust hasn't always come easy when it comes to energy suppliers. Simple processes like refunds aren’t always simple.
That's exactly why we've always done things differently. We were the first major supplier to let you refund your own credit straight through the app, whenever you want it. Because it’s your money.
And now we've just made it even faster.
Say hello to the fastest refunds of any major energy supplier
Most refunds now land in your account within one to two days, instead of 7 to 10 working days. In most cases, tap "refund" in the app on a Monday, and you'll usually see it back in your bank before lunchtime Wednesday. That's faster than any other major energy supplier in the UK.
Refund Genie makes refunds simple
A lot of suppliers still make you call up to get your own money back. Instead, our Refund Genie lives right in your online account and app, so you can sort it yourself whenever you like. Just go to Payments and hit 'Refund my credit'.
Not sure if you should take the money out or not? Our Refund Genie recommends the best refund level to keep your account in good shape over winter, and also hooks into your Balance Forecast: the handy tool that shows you how a refund or change to your payment will impact on your balance over the next 12 months.
But ultimately, it's your money, your choice. As long as your account is up to date, you can refund as much credit as you want.
It's good to keep a credit buffer for winter
Just remember that energy use naturally fluctuates through the year. Sometimes you'll be putting in more money than the energy you're using, and sometimes you'll be using more energy than the money you're putting in. Energy charges are typically double in winter vs summer – overpaying in summer to build credit means you don't need to pay more each month in winter.
So if you're taking credit out now, you might need to top up later with a one-off payment using your credit or debit card. You can do that right in your account too, next to the refund section. And with the Balance Forecast tool, it's easier than ever.
Putting you in control of your payments
Watch Chief Marketing & Product Officer Rebecca explain all the tools we arm you with to make paying simple. Refund Genie, Balance Forecast, and our Payments hub where you can change your own payment online. Plus, our regular payment health checks mean you don't even have to think about it.
When can't I refund my credit online?
To make sure your refund goes through without a hitch, we just need to make sure your account is up to date. If you don't have a smart meter, we'll need a relatively recent meter reading from you. If your smart meter has gaps in readings, we may need to do a bit of work behind the scenes to fill those before you can get a refund online.
If you try to get a refund online and get a message telling you it's not possible, reach out to our friendly team and they'll help you speedily.
This is all about making sure your balance is actually correct before we send money back.
Why aren't refunds instant?
We've got to do a lot of checks and extra security steps to make sure your money is protected. This meant the typical refund used to take 7-10 working days.
We've managed to speed things up by partnering with GoCardless, a UK fintech company that's basically very good at moving money around quickly and securely. Behind the scenes, we've just completed one of the largest Direct Debit system migrations in UK history, to benefit 5.5 million accounts.
It was a big task, but what matters is what it means for you: quicker refunds, and our team freed up to spend more time actually helping people instead of wrestling with admin.
Why this matters
Energy bills are stressful enough without feeling like your supplier is sitting on your extra cash. We reckon if you're in credit and want a refund, you shouldn’t have to jump through hoops.
Trust takes ages to build and seconds to lose. We've worked hard to earn the highest trust rating of any energy supplier, and things like this, the boring-but-important stuff that actually makes your life easier, that's how we plan to keep it.
So there you have it. Your credit, back in your account, faster than ever.
Published on 23rd December 2025 by:
Hey I'm Constantine, welcome to Octopus Energy!
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