Access to the digital services of the Enel Energia Customer Area and App

Anyone with an active Single Profile can access the customer area and to the Enel Energia App. To find out how to create the Single Profile see the question “How can I create and activate my Single Profile?"

If you have already activated the Single Profile you will be able to access the Customer Area and the Enel Energia App with the same credentials you use for all the services of Enel Group , without the need to register again. However, we remind you that if you wish to manage power and/or gas utilities through our digital channels as an Enel Energia customer or authorized contact, it is necessary that the personal data of the Single Profile coincide with those of the holder of the supply.

If you haven't downloaded the Enel Energia App yet, go to AppStore or GooglePlay and download. At the moment, the App is only available for customers who have an electricity or gas supply contract for the home or for sole proprietorships with an alphanumeric tax code.

If you are a customer of Enel Energia (that is, if you own or are the contact person for the holder of at least one supply contract for power or gas in activation/active) after having created and activated the Single Profile by associating as personal data those of the holder of one of your supply contracts, in the Customer Area and in the App you can:

1. View your supplies and bills data;
2. Consult the contractual data and download the PDF of the contract/bill;
3. View the activation progress of your supplies;
4. Request and activate numerous services to manage bills/supplies;
5. Manage the functions dedicated to the Enel One and Ore Free offers and monitor consumption;
6. Monitor the consumption of the power supply in the event of a second generation meter installed;
7. Check the history of the light / gas supply readings.

If, on the other hand, you are not an Enel Energia customer (i.e. you do not have at least one supply contract for power/gas in activation/active) after having created and activated the Single Profile with your personal data, in the Customer Area and in the App you will only be able to view Enel Energia offers or leave your details and be contacted to receive assistance in joining.

To create and activate your Single Profile you must register on the appropriate web page of the site or on the Enel Energia APP.

Registration can be done in two ways and the required data depend on the type chosen:

1. Private if you are the holder or the authorized contact person (relative/acquaintance) of at least one power or gas supply contract for the home or owner of a sole proprietorship with a Tax Code alphanumeric. The mandatory data required for registration are:
   
   a. An email address (at the end of the creation of the Single Profile you will need to check the email address of the entered address and click on the confirmation link to activate the profile). Remember that temporary emails are not valid;
   b. A mobile number (you will be asket to enter the OTP code received via SMS to confirm the mobile number - foreign mobile numbers are also accepted);
   c. A password to access;
   d. A name and a tax code of the holder of the supply contract if you want to manage active or activating supplies through your Single Profile.
   
   If you do not receive the OTP from your mobile phone, before contacting us, check that the message has not ended up in blocked conversations, or in the spam of your SMS. If, on the other hand, you have a foreign mobile number or you have an Italian mobile number but you are abroad, if you do not receive the OTP, contact your telephone operator and verify that you are in an area covered by the service.
   
   If you do not receive the email to be certified, before contacting us, check that the message has not ended up in the junk mail or spam of your email.
   
   
2. Company if you own or manage at least one power or gas supply contract for the company with numeric tax code and VAT number. The data required for registration are:
   
   a. An email address (at the end of the creation of the Single Profile you will have to check the e-mail address of the entered address and click on the confirmation link to activate the profile). Remember that temporary emails are not valid;
   b. A mobile number. When entered you will be prompted to enter the OTP code received via SMS to confirm the mobile number - foreign mobile numbers are also accepted;
   c. A password to access;
   d. Name and surname of the natural person making the registration;
   e. Company name and tax code;
   f. Company VAT number (optional data).
   

In both registration methods, Private and Business , to activate the Single Profile it is mandatory to read the privacy policy and the new general conditions of the service. We remind you that the email and mobile phone entered during registration can be associated with only one Single Profile.

We also remind you that at the first access in the Customer Area or in the App following the activation of at least one of the supplies of the Single Profile, you will be asked to enter the customer number or the contract number referring to one of the active supplies.

If you haven't downloaded the Enel Energia App yet, go to App Store or Google Play and download. At the moment, the App is only available for customers who register with the Private mode.

If you are not an Enel Energia customer with active supplies or in activation, but you create the Single Profile, at the moment you can only view our offers and sign a new power and/or gas contract.

Thanks to the creation of the Single Profile, Enel has introduced a new way of accessing the digital services available on the Enel Energia website, on the App and those of other Enel Group companies (such as Enel X) already included in the Single Profile.

Through a single pair of credentials (username, email or mobile number and password) you will be able to access all the services that Enel offers you provision without the need to re-register. We remind you that the Single Profile is associated with the single tax code. It is therefore not possible to manage Enel Energia supplies registered to other tax codes with the same Single Profile. You will have to create as many Single Profiles as there are contract holders.

It is not possible to create multiple Single Profiles with an email and/or a mobile number and/or a social security number already associated with another active Single Profile. Only for the Company-type Single Profile it is possible to create multiple Single Profiles on the same tax code but using an email and any mobile number not yet associated with an active Single Profile.

After having created and activated the Single Profile, the login credentials will be the username email or the mobile number and password set during registration.

We remind you that at the first access in the Customer Area or in the App following the activation of at least one of the supplies of the Single Profile, you will be asked to enter the customer number or the contract number referring to one of the active supplies.

For more details on registration see the question “How can I create and activate my Single Profile? What data do I need?”.

If you haven't downloaded the Enel Energia App yet, go to App Store or  Google Play and perform the download. At the moment, the App is only available for customers who have an electricity or gas supply contract for the home or for sole proprietorships with an alphanumeric tax code.

To manage the supply of power and/or gas for the home in the Customer Area and in the App you must be the holder of the contract or one of its 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 and you want to use the same username, we invite you to access with your credentials the section Account - Registration data in the Customer Area or in the App, always in the Account - Single Profile section and delete your Single Profile. You can then correctly create the new Single Profile, specifying the tax code of the contract holder during registration, to manage the supplies for which you are the contact.
For example, if Mario Rossi is the holder of the contract and Maria Verdi is his contact person who creates the Single Profile, in the personal data of the Single Profile at the time of registration, Maria Verdi must enter those of Mario Rossi.

If, after entering your credentials, you see the message informing you that the username and password entered are not correct, check if:

1. The service is temporarily suspended due to a technical problem. In this case you will have to wait for the resolution of the problem and try again at a later time.

2. You have an active single profile (check the “How can I create and activate my single profile” frequently asked questions);

3. 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;

4. You entered an incorrect password more than 10 times. In this case, your single 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;

5. 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 Single Profile. If you don't see it in your inbox, make sure it didn't end up in spam. After confirming the link, your Single 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 single 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 single profile;

6. You have entered the post code and you have a foreign mobile number that you are using as a username.

If, when you log in to the Customer Area or to the Enel Energia App, you are unable to log in, please check the correctness of the credentials entered. Follow the steps below:

1. check your username, email and mobile number associated with your Unique Profile by clicking here and follow the guided procedure (you will be asked to enter the tax code of the natural person to whom the unique active profile is associated). If you have multiple email addresses or mobile phone numbers, the one not associated with the Unique Profile may be entered during login;
2. change the password of your Unique Profile if you are not sure you remember it by clicking here and follow the guided procedure (you will be asked to enter your username, email or mobile number on which an OTP code will be sent to confirm the operation and your identity afterwards having made the change).
   
   The procedures indicated in points 1 and 2 can also be performed in the Enel Energia App by going to the login page and clicking on the "Recover Username" and "Recover Password" service respectively.

If you still haven't solved it, don't worry, talk to one of our operators via chat by clicking here, and you will be given support to solve the problem, or send us a message and we'll help you.

If you haven't downloaded the Enel Energia App yet, go to App Store or Google Play and download . At the moment, the App is only available for customers who have a power or gas supply contract for the home or for sole proprietorships with an alphanumeric tax code.

We remind you that you have a maximum of 10 password attempts. If you exceed 10 unsuccessful attempts, your Single 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.

If you need to create one or more single 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 single 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.

What are the benefits?

This new technology has become increasingly widespread and popular thanks to the numerous advantages:

• Accuracy: biometric recognition establishes the identity of a person, while the correct insertion of credentials only ascertains that a person is in possession of the access information to a particular service subject to authentication;
• Security: with the increase in cyber attacks and the phenomenon of phishing, the traditional methods of entering credentials show numerous risks in terms of the security of sensitive data as opposed to the new biometric recognition systems that are much more secure in authentication processes. In addition, the user's biometric data are saved exclusively in the phone and not shared in Enel Energia systems;
• Ease: accessing the Enel Energia App by simply placing your finger or framing your face is extremely easy to use.

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 single 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.

You can access the Customer Area or the Enel Energia App using the credentials of one of your social profiles chosen from those currently provided (Facebook; Google; Apple ID only for IOS devices and only for the App). If you have not yet created the Enel Single Profile you can activate it by selecting, at login, the desired social network and log in for the first time by entering your social profile credentials. Continue with the registration by entering the missing data to activate the Single Profile. Once you have activated the Single Profile you will be able to access the App or the Customer Area of ​​Enel Energia by choosing the social network during login and directly entering the credentials of your social profile.
If you have previously created a Single Profile which is currently active, you cannot log in with the social profile without first associating it in the Customer Area, in the section “Account - Registration data”.

If you haven't downloaded the Enel Energia App yet, go to App Store or Google Play and download. At the moment, the App is only available for customers who have an electricity or gas supply contract for the home or for sole proprietorships with an alphanumeric tax code.

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

If the problem persists, talk to one of our operators via chat by clicking here, and you will be given support or send us a message and one of our consultants will answer you as soon as possible.

You can change your mobile number or your email used as username to access the Customer Area and App of Enel Energia by choosing one of the following options:

1. On the appropriate page of the website by clicking here;

2. In the App on the login page by clicking on the link "I forgot my username" or in the App in the "Account - Single Profile" section;

3. Within the Customer Area in the "Account - Registration Data" section.

We remind you that to access the Customer Area and the Enel Energia App you can use your email address as an alternative username to your mobile number.

If you do not receive the OTP from your mobile phone, before contacting us, check that the message has not ended up in blocked conversations, or in the spam of your SMS.

If you do not receive the OTP in the email, before contacting us, check that the message has not ended up in the junk mail or spam of your email. Following this procedure, you can use the new email as a username to access the App.

If you haven't downloaded the Enel Energia App yet, go to App Store or Google Play and download. At the moment, the App is only available for customers who have an power or gas supply contract for the home or for sole proprietorships with an alphanumeric tax code.

• 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.   

Don't worry, when you register for the Single Profile we will recognize the presence of other profiles related to your tax data. You will be able to merge your unconnected accounts by logging in with the your credentials. We remind you that in this case the username and password of your Single Profile will be those with which you made the first access and that 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.

The power and/or gas utilities of a second home are automatically associated with your Single Profile active at the time of subscription only if the holder of the supply contact coincides with that of the first home, which in turn coincides with the personal data of the Single Profile. If the users of the second home are registered in the name of another natural person, it will be necessary to create a new Single Profile with the personal data corresponding to those of the contract holder in order to access the Customer Area or the Enel Energia App.

If you are the holder of the power and/or gas utilities of your home, the supplies are automatically associated when you activate your Single Profile associated with your personal data. You will be able to consult the supplies in the Customer Area or in the Enel Energia App as soon as the signing of the supply contract has been concluded.

If you are the contact person authorized by a relative or acquaintance in the management of his users, at the time of creating your Single Profile you will have to indicate in the personal data those of the natural person holder of the supply contracts you want to manage. You will be able to consult the supplies in the Customer Area or in the Enel Energia App as soon as the signing of the supply contract has been concluded.

We remind you that if you already have an active Single Profile with which you manage the users in your name, you will need to create a new one by associating those of the contract holder in the personal data. At the moment, in fact, it is not possible to manage the users registered to different natural persons with the same Single Profile. We also remind you that you will need to use a different email address and mobile number from those of your active Single Profile.

It is possible to manage multiple supplies in the Customer Area or in the Enel Energia App with the same active Single Profile only if all these users are registered in the same physical person coinciding with the one entered during the registration and activation of the account.
If, on the other hand, the supplies are registered in the name of different natural persons, it will be necessary to activate as many Single Profiles as there are holders of the users.

It is always possible to delete your Single Profile by accessing the Customer Area or the Enel Energia App and going to the Account section (For Customer Area: Account -> Registration Data -> Delete registration; For App: Account -> Single Unique -> Delete Single Profile). If you are unable to access our digital channels to cancel your account, you can always contact our chat support on the login page in the Customer area or on the support page of the Enel Energia App "I can't log in".

You can change your password at any time by clicking here or your username by clicking here.

To change your password, you will be asked to enter the email/mobile phone username of your Single Profile on which you will be sent an OTP code to confirm the operation after setting the new password.

To change your email/mobile phone username of your Single Profile you will be asked to enter the tax code associated with the Single Profile. After entering the new mobile number, you will receive an OTP code at the email address associated with your Single Profile to confirm the operation as well as receiving another OTP code at the new email address to confirm its existence. If you want to change your email, after entering the new email address, you will receive an OTP code to the mobile number associated with your Single Profile to confirm the operation as well as receiving another OTP code to the new mobile number to confirm the existence. If not all the required OTP codes are entered, the new username will not be active.

Remember that changing your password or username is also available:

1. in the Account - Registration Data section within the Customer Area
2. on the login page of the Enel Energia App
3. in the Account - Single Profile section within the Enel Energia App

Remember, if you have not received the email, check your Spam or Junk Mail box!