There are a few reasons this might happen. It could be as simple system error or a matter of ineligibility.
Message us and we'll be able to with finding a solution. Alternatively, you can head to our Financial support page to find out more options.
You may not be eligible for a payment extension if:
• There is an existing payment extension on your account
• There is an outstanding amount due on your account
• You are on an EasiPay Payment Plan – the system can’t do both.
EasiPay customers – you can try cancelling your payment plan (then set it up again later) and apply for the extension again. If you’re still having trouble, get in touch our energy experts can help.