FAQs about your account

How do I create an online account?

When you complete the switching process you will be directed to click on a link to set-up your online account. Throughout the 21 day switching process the account will have limited functionality whilst we receive all the technical information to complete your switch. You will be able to view your switching timeline to keep an eye on what is going-on. We will let you know when we are ready for your meter readings.

Why can’t log in to my Outfox the Market account?

If you have forgotten your password, click on the ‘forgotten password’ link and we’ll send you an email to reset it. Sometimes our emails may end up in your spam box so please check there if you can’t find it in your inbox.

Is there an Outfox the Market app?

There soon will be. We are in the final stages of development and we’ll let you know when we are ready to go.

How can I top up my payments?

Head over to www.outfoxthemarket.co.uk and log in to your account. Click on ‘Bills and Payments' and you can use a debit or credit card to top up.

Can I add a second name to my account?

Yes, this is fine to do although we must gain permission from the additional person. Please email kapow@outfoxthemarket.co.uk and copy in the person you wish to add. The person just needs to respond confirming they are happy to be named on the account and we shall do the rest.

Can I get paper statements?

As part of our commitment to sustainability we are passionate about reducing the use of paper. We ask that all our customers manage their account online. Not only is it good for the planet but it helps us keep our costs down which we can then pass on to you in the form of cheaper energy prices

Where can I find my Outfox the Market account number?

You can find your account number under the ‘Your Account’ tab in your online account.

Can I update my personal information?

You can do this via your online account. Click on ‘Your Account’ and go from there. If there is an error with your address, please email kapow@outfoxthemarket.co.uk and we’ll get it amended.

How do I sign into my Outfox the Market account?

Simply visit www.outfoxthemarket.co.uk and click sign-in at the top right-hand corner. You will then need to enter your email address and password.

My Fixed term is coming to an end - What happens next?

We will email you in the last 2 months of your contract with your new options. If you choose to renew you can do it online in just a couple of minutes.

If you decide you would like to be supplied by another company, we will not charge exit fees in this last period.

If you do not choose a new tariff you will move on to our standard (variable) tariff at the end of the fixed term.

Why don't you automatically put me on your cheapest tariff?

We cannot take out a contract on your behalf and all out tariffs are subject to our Terms and Conditions - We will email you in good term advising of your new tariff options. It is good to know, that our standard tariffs are still over £200 cheaper than the energy price cap.

Can I cancel my Direct Debit?

If you are thinking about cancelling your Direct Debit please get in touch and we will be able to help. Cancelling your payments could lead to a missed payment penalty and may result in your Direct Debit being increased.

If you are leaving

If you are in the process of switching to another supplier it is best not to cancel your Direct Debit until your final statement has been produced. We process refunds through the same account, so if you have cancelled your Direct Debit and we owe you money, it will take longer for us to refund you.

How do I read my Smart Meter?

The first generation of Smart Meters currently revert back to dumb status if you switch supplier. Fortunately, we have created a fool-proof guide to help you read the meter - Click Here