If you were repaying a debt through your prepayment meter with your old supplier, that debt can transfer across to Outfox when you switch. This is a standard industry process and it happens automatically in the background — you don't need to do anything to trigger it.
This is usually what happens next:
Your old supplier tells us the amount you owe and the daily repayment rate you were on. We review it, and once everything is confirmed, the debt is transferred to your Outfox account. From that point, the same daily amount continues to come off your top-ups — just paid to us instead of them.
The whole process can take around four weeks from the date you switch, so there may be a short gap before the debt appears on your new account. Rest assured, your supply won't be affected during that time.
Once the debt is transferred, you'll be able to see the total amount owed and your daily repayment rate, both on your meter and in your account. If you're struggling with the repayment rate you've been put on, call us free of charge on 0800 092 7454 and we can look at reducing it.
Please note: Depending on the amount of debt accrued, we may not be able to take your energy supply until your debt balance has been cleared or reduced to a certain level. If this is the case, we will let you know.