Power and Gas Customer Assistance

At the top of the first page of the bill you will find your personal and supply data: the tax code, the nine-digit customer number and the POD code (or PDR in the case of gas supply), the amount to be paid and the summary of the expense items with the related amounts.

In the summary you will find the following items:

• Expenditure for electricity or natural gas;
• Cost of transport and management of the meter;
• Expenditure on system charges;
• Recalculations;
• Other items (e.g. security deposit/TV license fee);
• Total taxes and VAT.

If you want to know the details of the amounts, refer to the detailed bill in:

• Customer Area, go to the Bills section, choose "Detailed Bill";
• Enel Energia App, within the supply details, click on "Bills," select the bill, and choose "Download Detailed Bill."

For more information, consult the dedicated page “Everything about the power bill and gas”.

The social bonus is a discount on the bill, provided by the Government and made operational by the Regulatory Authority for Energy, Networks and the Environment, to ensure savings on energy spending for families in a position to economic and physical hardship.

For more information, consult the page dedicated to power and gas social bonus.

The Bolletta Web  is the free Enel Energia service that allows you to receive your bill directly to your email address. Activate Bolletta Web now and make a sustainable choice while respecting the environment. 

You only need to enter your Tax Code/VAT number and the nine-digit customer number found at the top left of your bill. After activation, you will receive an email and you will need to click on the link to confirm the email address.

Check your junk/spam folder, our email address may not yet be recognized by your account.

For further information, consult the page dedicated to failure to receive communications.

The advance bill is calculated based on estimated consumption:

• for electrical supplies the power and history of supply readings are considered;
• for gas supplies the history of supply readings is used based on the periods of the year and the volume of the contractual year signed.

If the advance bill shows a higher reading than the one on the meter, you can request a correction yourself:

• in the Customer Area, choose the supply on which to make the bill adjustment;
• select "bill services: rectification";
• enter the reading taken on your meter.  

Or access the Enel Energia App, with the "Bill adjustment" service, select "Manage", enter the reading detected on your meter.
 

In both cases, upon successful entry, you will receive a new bill with the consumption you communicated.

Alternatively, one of our is at your disposal contact channels.

For further information, consult the page dedicated to rettifica of the bill.

If you own more than one supply and have signed up to the Bolletta Web service, you can request the activation of the SINTeSI service which allows you to receive a single document that collects the bills issued for all your active supplies and to carry out in a single solution and method the payment of all the invoices contained in the summary itself.
 

To activate the service, log in to the Customer Area and click on the item SINTeSI, where it is also possible to add/remove supplies or deactivate the service. The service can also be activated by contacting one of ours contact channels. Finally, we remind you that from Customer Area and Enel Energia App it is possible to pay the SINTeSI document online.

If you haven't done so yet, register in the Customer Area and download the Enel Energia App. For further information, visit the dedicated section.

Your supply bills can always be consulted and downloaded with a 24-month history.  You can access:

• from Customer Area, inside the "Bills" section, select "the three dots" on the right of each bill and view the detail or download the pdf;
• from the Enel Energia App, select the supply concerned by clicking on the card in the Home section and click on the "Bills" button.

If you wish to know the detailed amounts, check the detailed bill by accessing the Customer Area, go to the Bills section, and choose "Detailed Bill"; or access the Enel Energia App, within the supply details, click on "Bills," select the bill, and choose "Download Detailed Bill."

If you browse from the App or from a mobile device and cannot view the bill, we would like to point out that for some smartphone models it may be necessary to download a application for reading PDF files.

Remember that the PDF of the bill will be available within 24 hours after issuing.

For more information, consult the page dedicated to storage of the bill.

Power bill

The issuing of the power invoice depends on the type of offer, the type of customer and the contractual power.

Non-domestic customers

• every two months for supplies with power under 15kW.
• every month for supplies with contractual power greater than 15kW.

Domestic customers 

• every two months for all supplies.

Gas bill

The issuing of the gas bill depends on the type of offer, the type of customer and consumption:

• every four months for customers with consumption of less than 500 Smc/year;
• every two months for customers with consumption between 501 and 5000 Smc per year;
• every month for customers with consumption over 5000 Smc per year.

First of all, check the correctness of the billing address, associated with your supply address. In case of errors, you can change it independently:

• you can do this in Customer Area, select the "Supply Services section " and then click on "Edit billing address";
• in App, select "Services" and choose the item "Billing address". 

After verification, to obtain a copy of your bill you can access:

• in the Customer Area, in the “Bills” section, select the bill and then “Download bill PDF”;
• on the Enel Energia App go to theHome section, click on the card of the supply concerned, "Bills" button and you will find them all. Inside the single bill you will find the "Documentation" section with the "Download bill" button, which allows you to download the PDF of the bill .

To avoid delays in the delivery of the paper bill, you can activate Bolletta Web, the free Enel Energia service that allows you to receive the bill directly to your email address starting from the day after the day of issue.

For further information, consult the page dedicated to delayed delivery of bills and notice.

You can change the billing address yourself:

• log in to Customer Area, choose the supply on which to make the change and select "Supply services" then the "Change billing address" button;
• in the Enel Energia App, click on the card of the supply concerned, in the Home section, in the "Manage" button and go to the "Billing address" item.

Alternatively, one of our contact channels is available to you.

If you are looking for information on your bill, you can consult the guide.

You can find the summary of annual consumption on the second page of your bill.

Power and gas bills vary because they are influenced by the costs of supplying raw materials, by the cost of system charges, by transport and meter management tariffs.
 

Near the expiry of the economic conditions, Enel Energia, based on the trend of power and gas prices on the wholesale markets, reserves the right to modify the price of the energy component or of the gas raw material and of the compensation marketing and sales.
 

For more information, consult the dedicated page to the change in power and gas bill prices.

 The TV license fee is charged on the power bill in accordance with the 2016 stability law (Law 208 of 2015).

The TV license fee is a tax on the ownership of a television.

Please note: the definition "Rai license fee" is improper because, regardless of the programs you watch, if you have a TV you have to pay for it.

The amount of the fee for the current year is €70 and is charged per registered family or family residing in the same home, regardless of the number of televisions owned, dividing it into 10 monthly installments from January to October.

For further information, consult the page dedicated to the TV license.

The cost applied on the bill can be found in the details of the bill.

The detailed bill can always be consulted from the Enel Energia App, in the "Bills" section. inside the supply detail.

You can request it by accessing the Customer Area,  section "Services" and selecting the “Synthetic or Detail Bill” card or one of our channels of contact.

If you haven't done so yet, register in the Customer Area  and download the Enel Energia App. For further information, visit the dedicated section.

If your meter shows a lower reading than the one on your bill, you can make the adjustment yourself from Customer Area:

• choose the supply on which to make the bill adjustment;
• select "bill services: rectification";
• enter the reading taken on your meter.  

Or access the Enel Energia App, select the supply concerned by clicking on the card in the Home section and then on the "Bill adjustment" item in the "Manage" button.

In both cases, upon successful entry, you will receive a new bill with the consumption you communicated.

Alternatively, you can request rectification from one of our contact channels.

Remember that communicating the reading allows you to always have updated consumption, even in the absence of a reading detected by the distributor.

Send us Self-reading.

For more information, consult the page dedicated to bill rectification.

The bill is calculated on the basis of the consumption made, multiplied by the price of the raw material, but other expenses must also be included: fixed fees (such as system charges, transportation and meter management fees). 

Therefore, in the absence of consumption, as may be the case, for example, for second homes (used for short periods), these fees remain to be paid.

You can choose different payment methods:

• Domiciliation with direct debit from a current account
• PagoPA payment notice via the service available on the website Enel Energia or through payment service providers participating in PagoPA.
  
• Spazio Enel​
  

If you need further information and want to know about other payment methods, read the page dedicated.

If you lose your payment notices, you can recover them:

• by accessing the Customer Area, to the Bill Archive, go to "Open", next to the installment bill, you will see the details of the installments and you will be able to print the installment plan and payment notices;
• or contact us to request a copy of the installment plan.

For more information, consult the page dedicated to billing installments.

If you do not pay the installments by the deadlines, we will cancel the installment plan and we will activate credit recovery actions.

Failure to pay a bill/installment could result in the late payment interest being charged for each day of delay and the expenses for any reminders of payment.

We also remind you that if your supply is suspended due to arrears, you will also have to bear a cost for the suspension and reactivation.

For further information, consult the page dedicated to arrears.

In addition to our bills, you can pay any pagoPA notice (taxes, duties, school fees, stamp duties and any other type of payment to Public Administrations), car and motorbike tax, MAV RAV and bulletins.

To find out how to pay or, if you need further information, read the page dedicated.

To be able to pay a bill in installments, you must first request it from one of our contact channels the closure of the ongoing installment plan. Once closed, the bill will be paid and no longer paid in instalments.
We remind you that in the case of a partially paid bill, you can pay the difference directly online in Customer Area or from the Enel Energia App, or you will first have to request an account statement via our contact channels and, subsequently, proceed with payment.

To retrieve payment advice, you can:

• download them online by accessing the bill archive of your Customer Area. By clicking on Open, next to the installment bill,  you will see the details of the installments and will be able to print the installment plan and payment notices or download the summary statement from the Enel Energia App;
• contact our Customer Service and ask for a copy of the installment plan.

You can do this by framing:

• the QR code that you find on the first two pages of the bill or on the warning/reminder or from the Enel Energia App, by accessing the "Pay in one click" service in the Profile - Other services section;
• the QR code that you find in the pagoPA payment notice, attached to the paper or digital version of the bill or document you intend to pay, via the PagoPa App or via your bank/card App.

If you haven't done so yet, register at Customer Area and download the Enel Energia App. For further information, visit dedicated section.

To check the status of your payments you can:

• access the Customer Area and select "View your bills" on the supply of interest;
• use the Enel Energia App and select "Bills" in detail supply.

For further information, consult the page dedicated to bill payment statuses.

If you wish to retrieve the receipts for the online payment made from the Customer Area or from Enel Energia App, we invite you to check the email messages received at the email address used for payment.
The subject of the email message containing the payment receipt begins with “Enel Energia - Bill payment notification n”.

If you have already paid the bill, there is no need to do anything, we will take care of registering the payment.

If you have not paid, we recommend that you proceed with payment to avoid continuation of collection actions.

If you have received a formal warning, you must make the payment within the terms indicated in the communication.

To check the status of your payments you can:

• login to the Customer Area and select "View bills " on the supply of interest;
• use the Enel Energia App and select "Bills" in detail supply.

Consult all payment methods of our bills and  ;to find out how to pay without fees or commissions.

The copy of the payment is only necessary if you have received a warning to comply your supply has been deactivated and you paid with different channels from those listed below:

PagoPA payment notice (see the website pagoPA the list of payment channels)

• in the territory through the physical channels referable to Enel Energia (Enabled Spazio Enel) and at the physical points of the Enel X Pay network;
• with the IO app or via the website/app of your bank or other pagoPA-enabled channels;
  
• in the area at the bank, at the ATM, at the betting shop, at all post offices, at the supermarket and at all authorized physical points.

Web and App

From the Enel Energia portal, by registering in the Customer Area, using your credit card , BancomatPay, PayPal, MyBank, pagoPA or from the Enel Energia APP using your credit card, your PayPal account, pagoPA.

Similarly, if a bill is paid after the due date, you will only need to send a copy of the payment if you use methods other than those listed above.

If you choose another payment method, you must send us the receipt:

• directly from the Customer Area of the site, using the "Send certification" function of payment" in the "Services";
• via email at pagamentoriallaccio.enelenergia@enel.com, attaching the copy in pdf or jpg format (the maximum size of the email text and attachment must not exceed 10 Mb).

The supply cannot be suspended on Friday, Saturday, on public holidays, days before holidays, or if:

• you have paid the bill and demonstrated the relevant payment, within the established deadlines;
• the warning was not sent and the deadlines set by the Arera were not respected;
  
• you are waiting for our response to a written complaint (e.g. regarding a reconstruction of consumption due to a malfunction of the meter ascertained by the Distributor, or a consumption adjustment);
  
• the technical conditions of the meter do not allow this;
  
• your debt only concerns the non-payment of the television subscription fee for private use;
  
• the supply is "non-disconnectable".

Supplies that cannot be disconnected are those that:

• they power life-saving equipment;
• are among those envisaged by the Emergency Plan for the Safety of the Electricity Service;
  
• regard subjects who carry out public utility functions.

The Indemnity System is a system that protects electricity and gas suppliers from the so-called phenomenon of "energy tourism", i.e. the practice implemented by some customers of changing suppliers to avoid paying bills and at the same time avoid the suspension of supply.
 

At the basis of this system is the so-called “CMOR”, acronym for “Default Fee”, which is compensation paid to sellers to recover part of the uncollected credits from defaulting end customers, in the event that, as mentioned, the latter change supplier without having paid their debt position.  
 

This fee is requested by the outgoing seller while the incoming (new) seller is obliged to collect it through the bill and pass it on to the applicant.

The Indemnity System, however, can only be activated if certain conditions are respected, including:
 

• In the electricity sector, the supply is powered by low or medium voltage; in the natural gas sector, the supply falls into one of the following categories: domestic customer, condominium with domestic use with consumption not exceeding 200,000 Sm3/year, different uses with consumption not exceeding 50,000 Sm3/year;
• the supply has no longer been served by the seller for at least 6 months, but no more than 12;
• the credit claimed by the seller does not concern fees for reconstruction of consumption in the event of meter malfunctions;
• the end customer has been in default and at the same time informed of the possible application of the CMOR compensation;
• the value of the compensation, which is calculated based on the credit remaining unpaid in the last months served by the seller, is at least €10.

The charge of the CMOR fee is included in the bill issued by the seller entering the "Tax Detail" framework.

Payment of the fee requested on the invoice by the new seller does not free the customer from obligations towards the previous one, but, to this end, any further residual arrears that exceed the amount of the fee must also be paid to the latter . 
 

Naturally the old supplier will request the cancellation of the CMOR fee if in the meantime it receives payment of all outstanding amounts from the customer.
 

In particular, in the event of a cancellation:
 

• if the CMOR is paid to the outgoing seller, the same will reimburse the fee to the end customer according to the times and methods established by the Indemnity System;
• in the event of failure to provide the CMOR to the outgoing seller, the incoming seller, if already applied, will reverse the fee to the end customer in the first useful bill or, in the event that he has not yet applied it, will not credit the end customer any amount in the bill.

If you have received a credit bill (credit note) or have paid a bill twice, to find out how and when to obtain a refund, if applicable, read our dedicated page.

As the heir of the deceased person in charge of the refund, download the refund form to be filled in and sent back to obtain it in your name.
Remember, before the refund, if you continue to use the supply, request a change of registration (transfer) or termination (contractual termination) from one of our contact channels.

If you are the actual user of the supply you can request a refund in your name, download the reimbursement form to be filled in and sent back.
Remember, before the refund, if you continue to use the supply, request a change of registration (transfer) or termination (contractual termination) from one of our contact channels.

You can request from one of our contact channels, information on your refund, the reissuance of the check (if it is not already cashed) or a new refund with the method you prefer (which will be issued after the unclaimed check expires).

For residential customers only, it is possible to arrange a refund via Mooney letter up to a maximum of €500. 
 

The refund letter is valid for 90 days and can only be cashed at authorized Mooney points.
 

To find out which Mooney point is eligible for reimbursement in your city, visit the money website.it.
 

From the home page of the site, select the item “Payments and Services” and, from the drop-down menu that opens, click on Bills and Bulletins.
 

In this section all Mooney's services are listed, by selecting the item "Enel Energia Rimborsi" the link is made available to locate the nearest point of sale based on the desired service and address typed.
 

You can request from one of our contact channels, information about your refund Mooney (formerly Sisal), a copy of the refund letter or a new refund with the method you prefer.

You can join one of our offers by visiting the dedicated page for power and gas offers or through one of our contact channels.

In the event of changing suppliers, you won't incur additional costs beyond any expenses related to subscribing to the contract, such as stamp duty and a security deposit if required.

There will be no service interruptions or technical interventions on the meter or systems.

Keep the following information handy:

• Name and surname or company name and tax code or VAT number of the contract holder.
• The POD code (for electricity supply) or the PDR code (for natural gas supply). You can find them among the data on the meter, if electronic, or on the bill of the previous account holder.
• Telephone contact and any email address.

Meter reading will be automatically taken at the time of changing suppliers. It will be used by the previous supplier to bill consumption in the closing bill and by Enel Energia as the starting reading for billing consumption.

Only for electricity supply, you can request a transfer with a change of supplier to simultaneously change the contract holder and supplier. It's free and without interruption of service!

Throughout the period in which the new offer is being activated, you can:

• Activate the web bill.
• Request direct debit domiciliation from your current account.

You can check the progress of activation by accessing the Customer Area or the Enel Energia App. If you haven't already, register now!

For further information, visit the dedicated section.

If you are already an Enel Energia customer and wish to switch to a new plan, you can:

• Call the toll-free number 800 900 860
• Or visit the nearest Spazio Enel.

For more information, read the dedicated page.

If the meter is not present you will have to request:

• the connection, to connect the supply system you want to activate to the local distribution network;
• the first activation, which allows the supply to draw electricity or gas from the network.

You can request the connection and the simultaneous activation of the light directly online or to one of our contact channels .

The connection cost is calculated in relation to the type of supply, by the local distributor. 

To this must be added €23 of commercial fee.

All the costs listed above are established by ARERA, which carries out the annual review.

To these must be added VAT, contract stamp and security deposit where applicable. If you choose direct debit as the payment method, the deposit will not be charged.

If the meter has never been installed you will have to request a first activation, otherwise a takeover (activation of a supply previously active and now deactivated).

You can request directly online the first power activation or power takeover or gas.

Other contact channels are always available to you, as well as to request the first gas activation.

To proceed with the activation request you will need to have:

• name and surname or name, as well as tax code or VAT number of the holder of the supply;
• the POD code(for electricity supply) or PDR code (for gas supply); POD and PDR can be found among the data on the meter, if electronic, or on the  bill of the previous owner;
• telephone number and possible e-mail address.

For the electricity supply, the nine-digit customer code (which you can find on the meter display if electronic) or on the bills of the previous holder of the supply may be useful.

Following your request, Based on the type of supply use, we will send you the forms indicating what you need to return to conclude your contract:

• Supply for domestic use: along with the contractual documentation, you will receive a form that you must fill out to declare the title under which you own, hold or use the property to which the supply refers. For further information, consult the page dedicated to property ownership.
• Supply other than domestic use: together with the contractual documentation you will receive the contract acceptance form.

Don't forget to always send a copy of a valid identification document and to provide your contact details (telephone/email numbers).

Failure or partial return of the required documentation will not allow the activation request to be completed.

To send us complete forms, use one of the following channels:

• via the web: through the document upload service
• via e-mail: allegati.enelenergia@enel.com;

Visit our contact page for more information.

The activation times for the supply start from the date we receive the complete necessary documentation, depending on the type of request and the type of supply (power, gas, or fiber).

Additionally, depending on how the contract is signed (in-person, by phone, or through an agency), the timelines may vary due to the application or waiver of the right of withdrawal.

If you choose early contract execution and waive the right of withdrawal, the timelines are as follows:

• Change of Supplier (switching to Enel Energia from another provider): It typically takes from one to two months (for both power and gas). The supplier change (switching) is usually executed on the first day of each month;
• First Activation (connection to the distribution network and signing a new supply contract): If the supply is already connected to the distribution network, it takes up to 7 working days for power and 12 working days for gas. If the supply is not yet connected, the maximum times set by the local distributor apply;
• Transfer of Ownership (change of contract holder without interruption of service): It typically takes 5 working days for power and 4 working days for gas;
• Transfer with change of seller (change of contract holder along with a change of supplier): This can only be done for electricity supplies. The time is usually 5 working days;
  
• Takeover (activation of the supply following a previous contract termination): It typically takes 7 working days for power and 12 working days for gas.

The right of withdrawal allows you to cancel the supply contract before activation, without providing any reason and without incurring any costs.

You can exercise the right of withdrawal within fourteen days from the conclusion of the contract. This period is extended to thirty days for contracts concluded through an agent or agency.

To request the application of the right of withdrawal, you can send the relevant form, which is also attached to the contractual documentation, to one of our contact channels.

If, at the time of contract signing, you waive the right of withdrawal and request early activation, the activation times are reduced, but it will no longer be possible to exercise the right of withdrawal.

The tax benefits provided for your supplies are differentiated based on the geographical location and the type of use of the supply (e.g.: civil or industrial). It is possible to take advantage of more discounts.
For more information visit the section dedicated to TAX BENEFITS.

If the power or gas meter is active with Enel Energia:

• you must make the transfer;
• read the dedicated article for more information on methods and costs.

If the power meter is active with a supplier other than Enel Energia:

• you must make the transfer with a change of supplier;
• read the dedicated article for more information on methods and costs.

If the gas meter is active with a supplier other than Enel Energia you must first change the owner to the current supplier and then sign an offer with Enel Energia.

In all cases the electricity or gas supply is not interrupted.

You can change the power only after having changed the owner of the supply.

If, however, the counter is not active:

• you have to take over;
• read the dedicated article for more information on methods and costs.

If you haven't done so yet, register at Customer Area and download the Enel Energia App. For further information, visit the dedicated section.

No, bills not paid by the previous owner are not charged to the new one, except in cases where the new owner is not unrelated to the debt, for example in the case of an heir or cohabitant of the previous one holder of the supply.

For this reason, the seller may request a self-certification attesting that he is not responsible for the debt.

Changing the power and/or voltage of your meter is always possible; based on your needs you can request an increase or reduction in power.

Request the power and/or voltage modification operation quickly and easily:

• from the Customer Area within the supply details, in the section "Supply services";
• from the Enel Energia App, within the supply detail, section "Manage", select "Power and/or voltage".

You will receive a quote immediately, which you can accept or cancel without any obligations.

This functionality is only available for supplies for residential use.

For further information, read the page dedicated to modify power and voltage.

To find out modalities, times and costs for moving the meter of your electricity/gas supply, visit the page dedicated to moving the meter.

Deactivation of the supply involves closing the meter and must be requested by the owner.

You can do it directly:

• the Customer Area  in "Supply Deactivation", within the "Services" menu, in the "Contract Services" section;
• the Enel Energia App in "Deactivate supply," "Contract services" box in the Profile section menu.

Deactivation can also be requested from one of our contact channels. It usually takes a maximum of:

• 7 working days for power
• 9 working days for gas.

The cost for deactivation is charged on the last bill, is €23 + VAT, in addition to any fixed costs applied by the distributor.

To deactivate gas, it may be necessary to make an appointment with the holder of the supply or his delegate.

For further information, read the page dedicated to supply deactivation.

Please remember that you can view the terminated supply in the Customer Area and also in the Enel Energia app for 12 months after the termination date.

To deactivate your supply, it normally takes up to a maximum of 7 working days for power and 9 working days for gas.

The cost for deactivation, which will be charged on your last bill, is €23 + VAT, in addition to any fixed costs applied by the distributor.

To deactivate gas, it may be necessary to make an appointment with the holder of the supply or his delegate.

You can consult and download the forms in the Forms:

After you have downloaded and filled out the form you are interested in, send it complete: 

• via the web: on the page upload documents;
• via e-mail: allegati.enelenergia@enel.com;
• to one of our contact channels.

Don't forget to always send a copy of a valid identification document and provide your contact details (telephone/email numbers).

If you have signed the contract online on our website enel.it, you will be able to immediately consult the progress of the activation by accessing Customer Area and to the Enel Energia App: you will find a card where the information about the power or gas supply currently being activated is indicated.

In the case of a dual contract (single contract for power and gas), only the progress of the power supply is available. Once the gas supply has also been activated, it will be possible to view and activate the services for both supplies.

If, however, you have signed the contract with another of our non-digital channels, you will need to wait for it to be registered in our systems. For this reason, before you can view it, you may need to wait no more than ten working days after subscribing.

If you haven't done so yet, register at Customer Area and download the Enel Energia App. For further information, visit the dedicated section.

You can change your contact details (telephone, email and mobile) and manage your consent to the processing of personal data by accessing the Account section of the Customer Area or the Enel Energia App. Alternatively, you have one of our contact channels at your disposal.

For more information, visit the pages dedicated to data management and privacy management.

If you haven't done so yet, register at Customer Area and download the Enel Energia App. For further information, visit the dedicated section.

You can find information on the contract and the active offer:

• from the Customer Area in the "Supplies" section, selecting the "Manage supply" item in the active card;
• from the Enel Energia App by clicking on the card of the concerned supply.

If you haven't done so yet, register at Customer Area and download the Enel Energia App. For further information, visit the dedicated section.

First check whether the interruption is due to a malfunction of the meter, report the fault to the emergency number. To find it, simply enter your address on the page dedicated to interruption of power and gas.

Excluding the malfunction of the meter, the interruption of electricity can occur for various reasons:

• more than one appliance operating at the same time;
• a fault in your system;
• due to a storm or blackout;
• following separation for non-payment;

If the interruption of the power supply occurs due to the simultaneous use of multiple household appliances, it is advisable to request a power increase.

Excluding meter malfunction, natural gas interruption can occur for other reasons:

• jobs scheduled by the manager;
• fault on the distribution network.

To take advantage of the digital services available on the site and on the Enel Energia App, as well as to use all the services of the Enel Group companies (such as Enel X), you must click on "Register" on the login page. The data required for registration varies depending on the type of customer.

If you are a private individual (holder of at least one home supply contract, or owner of an individual business with an alphanumeric tax code), the data necessary for registration are:

• username, an email or alternatively a mobile number (foreign mobile numbers are also accepted);
• password as a credential to log in together with the username;
• name, surname and tax code.

If you are a company (holder of at least one supply contract for the company with a numeric tax code and VAT number), the data necessary for registration are:
 

• username, an email or alternatively a mobile number (foreign mobile numbers are also accepted);
• password as a credential to log in together with the username;
• name and surname of the natural person registering;
• company name and tax code;
• company VAT number (optional data).

If you want to use the Enel Energia App, you must first download on App Store o Google Play. Currently, to download the App you will need to use a mobile device that supports the Android version equal to or later than 5.0 and the iOS version equal to or later than 9.
Remember that the App is only available for customers who have a home supply contract or for individual businesses with an alphanumeric tax code. 

Your supplies will be connected automatically when you create your Enel account.

It is not possible to manage supplies registered to different natural persons with the same account, as it is necessary to associate only one tax code.

If the supplies are registered to another natural person, it will be necessary to create a new account with the details of the holder of the supplies.

We also remind you that you will have to use an e-mail address and mobile phone number different from those of your active account.

If you are customer (i.e. if you own at least one power, gas and/or fiber supply) in Customer Area and in App you will be able to take advantage of a series of services, below are some of them:
 

• sign up to one of our power/gas/fiber offers;
• view the data of your supplies and your bills
• view the activation progress of your supplies;
• request and activate numerous digital services to manage bills/supplies;
• monitor consumption of the electricity supply in the event of a second generation meter installed;
• check the supply reading history.

If, however, you are not a customer of Enel Energia (i.e. you do not own at least one electricity, gas or fiber supply), in the Customer Areaand in App you will be able to adhere to the offers of Enel Energia or leave your details to be contacted.

If you need to recover your credentials make sure you have entered:
 

• the relevant international prefix (e.g. +34 Spain), if you use a foreign mobile number as a username; 
• the correct username, if you have forgotten it use the service recover username, or in Customer Area click “Recover username”, and in App “I forgot username”;
• the correct password:
  • if you have entered an incorrect password more than 10 times (maximum entry limit), access is temporarily blocked, it will be unlocked automatically after a few minutes;
  • if, however, you have forgotten your password, use thepassword recovery service , or in Customer Area click “Recover password ”, and in App “I forgot my password”.

If you are logging in for the first time, before proceeding with the checks described above, make sure you have clicked on the confirmation link in the registration email we sent you when you requested activation of your Enel account. If, upon confirmation, the link has expired, you will have to create a new account using the same data as the expired one.

To modify your account data (e.g. username, email, mobile phone, password), log in:

• to the Customer Area, in theAccount - Single Profile section , select “Manage Single Profile” and click on “Edit”;
• to the App, in the Profile section select “Your Account” .

You can change your username by choosing one of the following options:

• in Customer Area in the “Account - ”Single Profile section”, select “Manage Single Profile” and click on “Edit”;
• in the App, in the Profile section select “Your Account” .

You can always cancel your Enel account by choosing one of the following options:

• in Customer Area, in the “Account - section  Single Profile”, select “Manage Single Profile” and click on “Delete Single Profile”;
• in the App, in the Profile section select “Your Account” and click on “Delete Single Profile ”.

If, after entering your credentials, you see the message informing you that the username and password you entered are incorrect, it could be a temporary technical outage. In that case, we recommend that you try again later.

Also make sure you have entered:

• the relevant international prefix (e.g. +34 Spain), if you use a foreign mobile number as a username; 
• the correct username, if you have forgotten it use the service recover username, or in Customer Area click “Recover username”, and in App “I forgot username”;
• the correct password:
  • if you have entered an incorrect password more than 10 times (maximum entry limit), access is temporarily blocked, it will be unlocked automatically after a few minutes;
  • if, however, you have forgotten your password, use password recovery service, or in Customer Area click “Recover password”, and in App “I forgot my password”.

If this is your first time logging in, before proceeding with the checks described above, make sure you have clicked on the confirmation link in the registration email we sent you when you requested activation of your Enel account.

If, upon confirmation, the link has expired, you will have to create a new account using the same data as the expired one.

If during the verification procedure of your email or mobile number you have requested the OTP code more than 5 times and it is not recognised, you will have to wait a few minutes and repeat the entire operation.

You can do this at any time with the new Enel Energia e-monitor dashboard which allows you to monitor your home's consumption. To consult the e-monitor, available free of charge to all Enel Energia customers, access your personal area directly from Customer Area of the enel.it. website.

If you have a 2G meter, select the details of one of your active supplies, click on "Consumption monitoring" and finally on "Enter Now". If, however, you have a 1G meter, you can do so by clicking on "Discover your consumption" found on the Supply Card.

It is important to remember that to be able to use e-monitor, whether you have a 2G or 1G meter, you must authorize the service upon first access.

We remind you that the consumption data are at your disposal and to find out more about your rights pursuant to EU Regulation 2016/679 (“GDPR”), visit page dedicated to Privacy.
 

For more information, consult the page dedicated to the e-monitor dashboard.

If your mobile device is enabled for biometric recognition (fingerprint and/or facial recognition), a pop up will be shown immediately after login for the activation of this new mode, which allows you to access the Enel Energia App in an accurate (through the uniqueness of the person's identity), secure (has higher security standards than recognition with credentials) and easy (a few practical steps and it's done!).

Follow the guided procedure and you will be able to use biometric recognition to access the App, without having to enter your username and password.

You can also manage the activationand deactivation of the functionality in the Account section of the Enel Energia App under "Biometric Recognition". By entering this section you will see the switches to start fingerprint/face registration (if it is not active) or to deactivate it (if it is active).

We remind you that you will have to log in by manually typing your credentials and associate your fingerprint or face again, going to the account section of the App under the heading "Manage Biometric Recognition”, in the following cases:

• if you have modified your username (email and/or mobile phone) or password; 
• if biometric recognition has been disabled after more than 5 failed attempts (remember that for iOS devices, the iOS unlock code will be requested on the fourth attempt which, if entered correctly, will allow you to access the App).

Before and after logging in, you have the possibility in the Customer Area and in the Enel Energia App to contact one of our consultants, who will offer you support for all your needs:

• write in live chat;
• call via EnelClic.

Furthermore, you will always have the other contact channels at your disposal.

Daily and hourly monitoring of consumption is active only for power supply with second generation meter (2G) installed and set up for detection of hourly consumption curves. 

You can access the service:

• in Customer Area, within the "Supplies" section, click on "Manage supply" and then "Your power consumption"
• in the Enel Energia App, in the detail of your power supply card under the "Consumption" button.

Your supply bills can always be consulted and downloaded. You can access:

• in Customer Area, within the "Bills" section and download the PDF, selecting "the three dots" present on the right of each bill;
• in the Enel Energia App, by clicking on the card of the supply you are interested in in the "Home" section and then on the "Bills" button. You will thus be able to view the graph of the bill amounts, indicated with different colors depending on their payment status and you will be able to find detailed information, as well as download the PDF. The bills issued can be viewed with a maximum issuing history of 5 years.

If you browse from the App or from a mobile device and cannot view the bill, we would like to point out that for some smartphone models it may be necessary to download of a PDF file reading application.

Remember that the PDF of the bill will be available within 24 hours after issuing.

For further information, consult the page dedicated to storage of the bill.

You can find all the information about your active offer:

• on the second page of yourbill, both in the digital and paper versions;
• on the Enel Energia App, on the card of the supply concerned;
• in the Customer Area, by clicking on the card of the supply concerned, the "Manage supply" button.

Thanks to Alexa skills, Enel Energia accompanies you with technological solutions capable of simplifying everyday life by managing your power or gas supplies.

Find out all the details on the page dedicated to skills for Alexa.

The free market for power and gas allows anyone to freely choose which seller and under what conditions purchase power and natural gas for your needs.

The free market differs from protection services in that the energy component or the gas raw material and the marketing and sales fee are established by the seller (e.g. Enel Energia); differently in protection services the economic and contractual conditions are entirely regulated by ARERA.

For further information, consult the page dedicated to the free market.

In protection services the economic and contractual conditions are entirely regulated by Arera; the tariffs are updated by the Authority: quarterly in the greater protection electricity service and monthly in the gas protection service.

It is possible to check the regime of your contract by directly consulting the bill which necessarily contains the indication of the market to which you belong (e.g. "free market").

The enhanced protection service in the electricity sector is reserved for domestic customers only. For non-vulnerable domestic customers, the service will end from July 2024.

The gas protection service, as stipulated in Arera Resolution (No.100/2023), ended on 31/12/2023. 

Read more on the page dedicated to the protection service. 

No, you're free to choose.

Customers who do not subscribe to offers from the free market maintain a "predefined or protected" supplier who offers the protection service at the economic conditions established by the Regulatory Authority for Energy, Networks and the Environment, until price protections are gone.

This passing, according to the current regulations, is scheduled for the greater protection light as of July 1, 2024, while for the protection gas occurred on 31/12/2023.

The Gradual Protection Services and the Safeguard Service are last resort services in the power sector which are assigned through public auction to territorially competent operators to guarantee the continuity of supply to customers without a contract with a free market seller. They are regulated by the sector regulatory authority (Arera) and include in the economic conditions a price component defined following the competitive procedure for the assignment of the service

GRADUAL PROTECTION SERVICE FOR  SMALL BUSINESSES is intended for small businesses (number of employees not exceeding 50 and not less than 10 and/or an annual turnover not exceeding 10 million euros and not less than 2 million euros) owners solely of withdrawal points connected to low voltage and micro-enterprises (fewer than 10 employees and an annual turnover not exceeding 2 million euros) owners of at least one withdrawal with contractually committed power exceeding 15 kW.

It is the service provided by ARERA (resolution 491/2020)  to accompany the transition to the free market of all customers for whom the removal of price protection or protection services has been foreseen from 1 January 2021 (Competition Law 124/2017).

GRADUAL PROTECTION SERVICE FOR MICRO ENTERPRISES, introduced by ARERA (resolution 208/2002) is aimed at microenterprises and other non-domestic supplies, owners of low voltage supplies with committed power up to 15 kW for which the price protection limit has been set for 1 January 2023 (law 124/2017), while for domestic customers the removal of price protections is expected by July 2024 (law 600/2023).

SAFEGUARD SERVICE

The Safeguard Service is aimed at customers who hold only withdrawal points connected to medium or high/very high voltage and non-domestic customers who, despite holding points of low voltage sampling, have more than 50 employees and/or a turnover of at least 10 million euros per year. 

For more information, consult the page dedicated to the free market.

Yes, until price protection is exceeded, such an overrun is scheduled for the greater protection light from July 1, 2024, while for the protection gas occurred on 31/12/2023.

The enhanced protection service in the electricity sector is reserved for domestic customers only.

For further information, consult our page dedicated to differences between markets free and protected.

In the event that a customer finds himself without a seller on the free market, to guarantee continuity of supply, the management of the withdrawal point is assigned to a supplier operating on last resort service until the customer himself has signed a contract with a new seller on the free market.

The operators of last resort services are selected with specific competitive procedures and the services are distinct, depending on the characteristics of the end customers, as well as the reasons underlying the aforementioned activation.

Last resort services in the electricity sector are regulated by the TIV (Annex A to Arera resolution 491/2020 and subsequent amendments) and in the gas sector by the TIVG (Annex A to Arera resolution 64/09 as amended).

The Gas protection service* for domestic end customers and for domestic condominiums ended the 31 December 2023 (Decree-Law of 18 November 2022, n. 176, c d. Quater Aid Decree) and from 1 January 2024 it will no longer be possible to sign contracts in this area.

If you have not chosen a free market offer, from January 1, 2024, we will activate the Placet offer for non-vulnerable customers or, if you are eligible, the Vulnerability Protection Service. 

We are updating your details in the private area and the information will be available from January 29, 2024.

For further information, consult the page dedicated to end of gas protection.

*Service in which the contractual and economic conditions are established by the Regulatory Authority for Energy, Networks and the Environment (ARERA).

The end of the Gas protection service* for domestic end customers and for domestic condominiums has been set for 31 December 2023 (Decree-Law of 18 November 2022, n. 176, c d. Quater Aid Decree) and from 1 January 2024 it will no longer be possible to sign contracts in this area.

If you have not chosen a free market offer, from January 1, 2024, we will activate the Placet offer for non-vulnerable customers or, if you are eligible, the Vulnerability Protection Service. 

We are updating your details in the private area and the updated information will be available from January 29, 2024.

For further information, consult the page dedicated to end of gas protection.

*Service in which the contractual and economic conditions are established by the Regulatory Authority for Energy, Networks and the Environment (ARERA).

The seller (also called supplier or sales company) is the one who is in charge of the sale of electricity or gas and with whom the end customer stipulates a contract to use the relevant service (e.g. Enel Energia).

The local distributor is the person in charge of transporting and delivering power or gas to the end customer, through the distribution networks.

The distributor cannot be changed because it manages the distribution network and all the meters connected to it.

The local distributor varies depending on the geographical area.
Check your local distributor.

In general, to activate or manage your supply you must contact the seller, however to report a fault, a problem with the network or a gas leak you will have to contact the distributor. For further information, consult the page dedicated to fault reporting.

The POD, "Point of Delivery", or supply point, is related to the supply of electricity; each supply has a unique POD code which certainly identifies the withdrawal point where the energy is delivered by the seller and withdrawn by the end customer.

It is an alphanumeric code made up of 14 characters; the composition of the POD code is standard: it always begins with "IT", there are also three numbers that identify the local electricity distributor and finally an "E >" followed by the numbers that identify the actual user.

You can find the POD of your supply, directly on the bill, it is indicated on the first page, among the supply data together with your customer number and tax code, or you can view it  by pressing the power counter button, you will be shown the entire code or just the final eight digits (depending on the meter model). If your meter only shows the last eight digits, just add "IT001E" to have the complete POD.

The PDR, "Redelivery Point" it relates to the gas supply; each supply has a unique PDR code which positively identifies the sampling point where the gas is delivered by the seller and collected by the end customer.

The PDR code is made up of 14 numbers: the first four identify the gas distributor in your area, the remaining ten identify the actual user own.

The PDR code is present among the supply data indicated on the bill, it is indicated on the first page, among the supply data together with your customer number and tax code, or you can also find it from the gas meter (only in the case of an electronic meter). 

The POD and PDR codes do not change if you change sellers.

The PUN or Single National Price is the reference price of power recorded on the Italian electricity exchange.

For further information, consult the page dedicated to the PUN.

The PSV or Virtual Exchange Point is the meeting point between supply and demand in the gas market in Italy. In this virtual place, the wholesale gas price is defined and, based on this value, gas suppliers set the price of the gas raw material to be applied to end customers.

For further information, consult the page dedicated to the PSV.

Enel Energia is committed to implementing actions aimed at combating phishing, scams and misleading communications.

In reference to possible attempts at scam against our customers via  web, sms, telephone, we invite you to consult our section specifically created to help you defend yourself from these events.

Instead, if you want to check if the number that contacted you is among thoseauthorisedby Enel Energia you can visit our dedicated section.