Enel Energia Single Profile and Customer Area FAQ
Anyone with a MyEnel account can access the Enel Energia customer area. It is not necessary to have an active Enel Energia supply to register.
If you have already activated the Enel Energia single profile, through the App or from the website, you can access the customer area with the same login details that you use for all the services of the Enel Group, without the need to register again.
To log in to your private area from the Enel Energia site or the app, you must accept the new terms and conditions. If login is not completed, your web profile will be disabled, but don't worry: you can reactivate it simply by registering again and all your data will be restored.
To activate your Single Profile just access your private area on the Enel Energia website or via the APP and follow the step-by-step instructions.
Enel has created the Single Profile as a new way of accessing the services available on the Enel Energia website, on the APP and on those of the other Enel Group companies (such as Enel X) already included in the Single Profile.
With one set of login details (username and password), you'll be able to access all the services Enel provides without needing to re-register. Simply access your private area, enter your login details, accept the new terms and conditions and follow the step-by-step instructions. You are at the centre of the Enel world.
You can log in using the details you've used up to now to log in to the app or your private area on the Enel Energia website.
No. Your username, email and mobile number are unique and associated only with your Unique Profile. Remember that if your contact person authorizes you to manage their supplies, you will not be able to use your email or mobile number if they are already associated with your unique profile.
To manage the supply of domestical power and/or gas for in the Customer Area and in the App, you must be the holder of the contract or an authorized contact person. Check that during the creation of the single profile you have not entered a tax code other than that of the holder of the supply. If you have entered your personal tax code but you are not the holder of the contract, we invite you to log in with your credentials to the Account section in the Customer Area and delete your Unique Profile. You can then correctly create the new single profile, specifying the CF of the contract holder during registration, to manage the supplies for which you are the contact person.
If, after entering your credentials, you see the message informing you that the username and password entered are not correct, check if:
1. You have an active unique profile (check the “How can I create and activate my unique profile” frequently asked questions);
2. You have entered the correct username if you use multiple email addresses and / or have multiple mobile numbers (view your email and mobile username using the dedicated service;
3. You entered an incorrect password more than 10 times. In this case, your unique profile is temporarily blocked for security reasons and then automatically unblocked after a few minutes. Once unlocked, you can log in again. If you do not remember your password, after waiting a few minutes for your profile to be unlocked, you can use the dedicated service;
4. You clicked on the confirmation link on the email you entered during registration and that we sent you when you requested the activation of the Unique Profile. If you don't see it in your inbox, make sure it didn't end up in spam. After confirming the link, your Unique Profile will be active and you can use your email or, alternatively, the mobile number indicated during registration as a username to log in. If, upon confirmation, the link has expired, you will need to create a new unique profile using the same data as the expired one. To activate it, remember to confirm the link on the email you will receive after creating the unique profile.
We remind you that you have a maximum of 10 password entry attempts. If you exceed 10 unsuccessful attempts, your unique profile is temporarily blocked for security reasons and then automatically unblocked after a few minutes. Once unlocked, you can log in again. If you can't remember your password, after waiting a few minutes for your profile to be unlocked, you can use the dedicated service.
After you log in for the first time and create your single profile, we'll inform you that additional profiles have been found with the same email address, with different financial data. You won't be able to merge them into your single profile, but you will be able to register again and create a new one.
If you need to create one or more unique profiles relating to different tax codes (for example your staff and that of a contact person who has authorized you to manage their supplies) you can use the email address only once and the number of mobile as username to log in. If you enter an email or a mobile number already associated with a unique active profile, you will not be able to continue with the registration.
What is biometric recognition?
Biometric recognition is a particular system that allows you to access the App more easily and quickly using your fingerprint or through the recognition of your face.
How can I activate it?
If you have not already activated biometric recognition to access the Enel Energia App, access the security item in your mobile phone settings and check that your device supports this feature. Once the biometric recognition has been activated on your device, at the first access to the App, after having entered the credentials manually, you will be asked to associate your unique profile with your fingerprint or your face. When you have finished the wizard, you can always access the App using biometric recognition.
Why doesn't it work if I put my finger on the fingerprint?
To log in correctly using your fingerprint, you will need to place your finger correctly on the biometric sensor of the device and not on the fingerprint image on the information popup that is called up at the time of access.
Why doesn't he recognize my credentials?
If you have changed your username, email and/or mobile phone or you have changed your password and you had active biometric recognition to access the App, you will have to log in by manually typing your credentials and go to the Account section of the App under "Manage Biometric Recognition" and associate again your fingerprint or your face to the updated credentials.
Can I deactivate it?
You can at any time disable biometric recognition by going to the Account section of the App under "Manage Biometric Recognition".
What happens if I fail the biometric recognition too many times?
For Android type devices, the biometric recognition will be disabled if it is wrong more than 5 times in the login screen. To reactivate it you will need to manually enter your credentials, go to the account section under "Manage Biometric Recognition" and reactivate it. If, on the other hand, you are trying to activate biometric recognition and you fail more than 5 times, then you will have to wait a few minutes to make a new attempt.
For devices of the IOS type, biometric recognition will be disabled if it is wrong more than 4 times. At the fourth attempt you will be asked for the IOS unlock code which, if entered correctly, will allow you to access the App correctly. At the fifth unsuccessful attempt, you will need to reactivate the biometric recognition in the Account section by manually accessing the credentials.
In order to log in with your social network account, authorise us to share your email when you are asked to do so.
If you do not authorise us to access your email, you will not be able to register for access to the customer area.
If you have deleted your social network account, you can access the Enel Energia private area with the email address and password you entered when you first registered. If you do not remember the password, you can request a new one to be sent to your email address. If, on the other hand, you don't remember the email associated with the social network account or you no longer have access to it, you can ask for assistance here.
If you cannot access the services because you did not share your email when registering on Facebook:
- access your Facebook account
- go to "settings"
- click on the "applications" link, which you will find in the column on the left
- select the Enel Energia icon and change the email sharing settings
To change the mobile number associated with your account, speak with an operator via chat, or send us a message and we will help you.
However, we recommend that you use the email address of your account in case you are no longer able to access your mobile phone.
To access your private area on the Enel Energia website, you need to log in using the single profile and accept the new terms and conditions. With a few simple clicks, you can get your new profile and complete the action you logged in for.
- If you created your profiles using the same email:
When you register for the single profile, we will recognise other profiles related to your email. You'll have the option to select them and connect them directly to your single profile, without having to enter the different passwords.
- If you created your profiles using different emails:
When you register for the single profile, we will recognise other profiles related to your tax code. You'll have the option to select the unconnected accounts and log in with your login details so as to connect them directly to your single profile.
If you don't want to merge all the profiles the first time you log in, you can do it later. When you access your single profile, you can view the accounts yet to be merged.
When you register for the single profile, we will recognise other profiles related to your tax code. You can merge your unconnected accounts by logging in with your login details. We remind you that in this case, the username and password for your single profile will be those you used for the first login and you can change them later.
Don't worry, when you log in to one of your profiles, you'll be informed that a single profile has been found that uses the same data as the account you're connecting to. You can choose to continue merging the account into the single profile, or register again and create a new one.