FAQs about your account

How do I sign into my Foxglove Energy account?

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

How do I create an online account?

When you complete the switching process you will receive a welcome email that contains all your tariff details and information on your switch. There will also be a link to create your online account. Please ensure you click the link and take a minute to set up your online account. Once you have done this you will be able to view your switching timeline and to keep an eye on the progress of your switch. You will also be able to submit your meter readings from 5-days before your live date. We will let you know when we are ready for your meter readings.

Why can’t log in to my Foxglove Energy 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

Do you have an app?

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

How do Foxglove Energy payments and statements work?

Customers pay for their energy in advance with the first direct debit due on the day of the switch. At the end of each month that you have been supplied by us we will send you a statement showing how much energy you have used and the payments you have made.

If you want accurate statements, please provide your meter readings 48 hours before the anniversary of your switch date.

If you use less energy than your monthly payment your account will be in credit and if you use more your account will go into debit.

If you believe you are building up a large credit balance you can request a refund and you can also make a top-up payment if your account is falling into debit.

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 hello@foxgloveenergy.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.

Where can I find my account number?

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

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

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 hello@foxgloveenergy.co.uk and we’ll get it amended.

What support does Foxglove Energy offer to vulnerable customers?

If you or a family member need some additional assistance please do not be afraid to ask. For customers who are elderly, disabled, chronically poorly, have a child under 5 or may just need some extra help with their energy we are here to help.

You can fill in our ‘Priority Services Register’ located in your online account and this will be recorded on your account. You can find further information here. www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/extra-help-energy-services/priority-services-register-people-need

Can you help if I’m struggling to pay my bill?

If you’re having difficulty paying your gas or electricity bill, please contact us as soon as possible so we can discuss how we might be able to help you.

Where can I get independent advice and help with energy debt?

There are various other organisations and schemes that can help if you are having financial difficulties, such as:

Fuel Direct is a government scheme that arranges for your energy bills or debt to be paid directly out of your benefits payments. This takes the hassle out of making regular payments yourself. You can find out more about this scheme here or by contacting your local Jobcentre or Pension Centre.

StepChange Debt Charity is the UK’s largest provider of free, independent debt advice. It helps thousands of people every week to overcome debt problems. You can talk to them for free on 0800 138 1111 (Monday to Friday 8am-8pm and Saturday 8am-4pm).

However, we know it’s not always easy to talk about debt. StepChange also have a wide range of online tools to help you manage your debt, such as their Debt Remedy Tool and 60-Second Debt Test.

National Debtline is an independent charity, dedicated to providing free debt advice to millions of people across England and Wales. They offer free advice online at www.mymoneysteps.org or through its helpline on 0808 808 4000 (Monday to Friday 9am-9pm and Saturday 9.30am-1pm.

After asking a few questions about your income, spending and debts, they can then work out the best way for you to manage your debts with step-by-step help and support to get back in control.

Face-to-Face Advice is available across the country for people who would rather discuss their finances in person. The Money Advice Service has an extensive directory so you can find a debt advice service near you.

Do you come to visit?

Foxglove Energy will only ever visit by appointment with customers, and we will never show up without having verified a suitable time with the account holder first.

We will never ask to enter your premises unannounced.

Do you have sales representatives?

We do not and will never have sales agents working door-to-door or approaching you in person.

If anybody knocks on your door claiming to be a representative, please turn them away and call us on

0800 103 2769 to verify their identity.

Is there any impartial advice on energy supply?

Impartial advice can be found through this guide by the Citizens Advice Bureau. To access it, either click the ENGLISH or WELSH version.

I have a complaint, who can I talk to?

At Foxglove Energy, we aim for complete customer satisfaction. However, we understand that sometimes things can go wrong.

We want to resolve any issues you have as conveniently and smoothly as possible and will always try to resolve any issues with you over the phone during your initial contact.

Please see our complaints handling procedure for further details.

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.