Vehicle charging

How do I register a vehicle to my account and what is it for?

To register one or more car models to your account, you can select the “Account” icon from the navigation bar and then click on the “Add Vehicle” card in the “My Garage” section; or you can click directly on the vehicle icon displayed on the map.

You can choose from the list of vehicles offered by the App or enter a new one manually.

Some technical information will be shown for each vehicle, such as charging power, battery size, and autonomy, for the purpose of offering more details during the charge session. This information can always be edited from the “My Garage” section in the “Account” section.

It will be possible to select the vehicle to be charged for each charge session, whether public or private, . In addition to the energy delivered (kWh), charging time and power, the following information will be displayed:

• Added autonomy in km/miles

• % charge added

These values are to be considered purely indicative, as they are potentially subject to variables and vehicle characteristics not included in the above formulas.

It is also possible to use the service without registering any vehicle.

I started a charge, but I selected the wrong vehicle, how can I change it?

If you want to change the selected vehicle while charging, you can do so by clicking on the vehicle icon in the current charging screen. The values will update accordingly.

At which stations can I charge my car?

You can charge your car at all charging stations compatible with your vehicle and marked as “Available” on the interactive map.

You can also view stations by scrolling through previews or viewing them in list format and refining your search using the available filters.

Where can I view my payment invoices?

Access the '”Account” section via the navigation bar, then select “My Bills” from the “Wallet” submenu. You can then view and filter the invoices referring to your account.

Why can't I find all the columns in the App?

In the App you can only find the installed and active columns operated by Enel X Way and all other operators with whom interoperability agreements have been signed.

How can I filter out incompatible charging stations according to my selected vehicle?

Go to the “Filters” section of the map, select the vehicle for which you want to filter stations and click on “Save”. Stations on the map will be filtered according to the outlet of the selected vehicle.

How do I get to the charging station?

In the preview or from the detail tab of the charging station you can see the route to it and start the navigator installed on your phone.

Can I reserve a charging outlet?

Yes, if your tariff plan includes the booking service and the charging station is compatible with the service. Using the App you can book an outlet at a particular charging station by clicking on the relevant button next to “Start Charging” in the station detail. Once activated, the booking will remain active for 15 minutes, during which time the outlet will be reserved for you and occupied for other users. You can cancel your reservation at any time by clicking on “Cancel”. At the end of the 15 minutes, the outlet is unlocked and becomes available again. Once you reach the station, you can activate charging by pressing the “Start Charging” button. This interrupts the countdown and starts the charging session. You cannot request more than one reservation at a time. You can request the same outlet for up to 3 consecutive bookings, after which the booking service will be blocked for 20 minutes.

How do I start charging?

To start charging, when in the vicinity of the station, select the relevant PIN in the map and press the “Start Charge” button. Or click directly on the “Scan” icon on the map and scan the QR code on the monitor of the charging station. Alternatively, use the physical or digital card and bring it close to the station reader.

Please note that the digital card is currently only available for Android devices and in order to start charging, you need to enable NFC on your smartphone. The outlet will unlock and you will have 90 seconds to connect your vehicle. The session will then be started.

How do I end the charging session?

While charging, you can continue to browse the app. When you want to return to the current charging session, simply click on the green bar indicating the current recharging session at the top of the map. To finish charging, press the “End Charging” button from the App or, if you used a card to start it, bring the card up to the station reader again. Charging will stop and you can disconnect the cable. You can stop charging even if the battery is not 100 per cent charged. Always remember to stop charging before removing the cable from the station and then from your car. The cable might otherwise get stuck in the outlet, in which case contact the operator's technical support who will help you unblock the outlet.

How do I know how much I have spent on a public charge?

For pay-as-you-go plans you will receive an invoice at the end of each top-up. You will also receive an indication on the invoice at the end of each session of any charge for occupying the outlet. Log in to the “My Bills” section in the “Wallet” submenu in your account.

If you need details on the availability of the kWh included in your plan, you can access the “Promo or Corporate Code” section.

How long does it take to charge my car?

The charging time depends on various factors such as the car battery, the power of the charger, and the number of vehicles being charged at the charging station at the same time. To find out exactly how long it takes to charge your car, please consult the owner's manual or contact the manufacturer.

When and how is the charging outlet occupancy penalty activated?

From the end of charging (charging finished by App or vehicle battery at 100%) you will have 60 minutes to free the station, after which you will be charged a fee for not freeing the outlet. This amount will be charged to you until the outlet is released in the following time slots, differentiated according to outlet type:

• for AC outlets (Type2 and Type3a), with a maximum power up to 22 kW, from Monday to Sunday, including public holidays, from 7:00 a.m. to 11:00 p.m;
• for AC outlets (Type2 and Type3a), with a maximum power up to 43 kW, from Monday to Sunday, including holidays, from 12:00 p.m. to 12:00 a.m.;
• for DC outlets (CHAdeMO and CCS Combo 2), with a maximum power up to 50 kW, from Monday to Sunday, including holidays, from 12:00 p.m. to 12:00 a.m.;
• for HPC Stations (CHAdeMO and CCS Combo 2), with a maximum power up to 350 kW, from Monday to Sunday, including holidays, from 12:00 p.m. to 12:00 a.m.

The corresponding amount is indicated in the detail of each column.

The start time of the charge can be viewed in real time on the App in a special screen and, at the end of the charging session, also in the 'Charging History' section.

The charging station works and the outlet I want to use is free but I cannot start charging. What do I do?

We advise you to make the following checks:

• Make sure that the charging station is up and running
• Check that the outlet you want to use is free and compatible with the outlet in your vehicle
• Make sure that you have downloaded the latest version of the Enel On Your Way app
• Make sure that your account is active (remember that accounts are deactivated in the event of non-payment)
• Check that the data connection and/or Internet connection of your smartphone is active.

If you are still unable to start charging, you can enter your support request directly from the charging station detail screen, write to the dedicated e-mail box e-mobility@enel.com, or call the dedicated toll-free number that you will find by clicking on the support icon in the station detail.

I have started recharging but cannot stop it. What do I do?

We advise you to make the following checks:

• Make sure that the charging station is up and running
• Check that the outlet you want to use is free and compatible with the outlet in your vehicle
• Check that you have downloaded the latest version of the Enel On Your Way App
• Make sure that your account is active (remember that accounts are deactivated in the event of non-payment)
• Check that the data connection and/or Internet connection of your smartphone is active.

If you still cannot stop charging, you can enter your support request directly from the charging station detail screen; write to the dedicated e-mail box e-mobility@enel.com or call the specific toll-free number you can find by clicking on the support icon in the current charging session screen or in the station detail screen.

I started the charging session but the charging station does not work. What do I do?

In the event of a station malfunction, first check whether the operator's toll-free number is present on the station. If this is not the case, call the dedicated Enel X Way toll-free number, free of charge from both landline and mobile phones, which can be found by clicking on the assistance icon in the current charging session screen or in the station detail.

What should I do if I find the free charging station on the map but there is another car occupying the specific parking space?

The parking bays with charging stations are dedicated to charging vehicles, so the user who has finished charging must vacate the stall to allow other vehicles to charge. Enel X Way is not responsible for the management of the problem and therefore, we suggest you contact the competent authorities.

What should I do if the cable remains blocked after charging?

If the cable remains blocked at the end of charging, you can try disconnecting the cable from the car for both types of stations. If the problem persists, request assistance by calling the toll-free number, which can be found by clicking on the service icon in the detail tab for the column.

How do I find out about new column activations near my home?

To set up the radar and therefore receive a notification when a new charging station is installed in the vicinity, the steps are as follows:

1. Access the notifications section
2. Click on the icon in the top right-hand corner for notification settings;
3. Inside the “Other” section, enable the receipt of “Charging Station Radar” notifications and then access the relevant settings and indicate:

• the initial position of the radar
• the size of the radius (min 2km - max 30km)