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 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:
- Private if you are the holder of at least one electricity or gas supply contract for the home or owner of a sole proprietorship with a Tax Code alphanumeric. The data required for registration are:
a. An email as username (at the end of the creation of the single profile you will need to check the email address entered and click on the confirmation link to activate the profile);
b. A mobile number as an alternative username to email (you will need to enter the OTP code received via SMS to confirm the mobile number - foreign mobile numbers are also accepted);
- c. Password to access when logging in;
d. Name and tax code of the holder of the supply contract;
e. Customer number to enter at first access if at least one supply of electricity or gas is in your name.
Remember that it is not possible to register with temporary emails.
If you are not a customer, but you create the Single Profile, at the moment you can only see our offers.
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 email to be certified, before contacting us, check that the message has not ended up in the junk mail or spam of your email.
- Company if you own or manage at least one electricity or gas supply contract for the company with numeric tax code and VAT number. The data required for registration are:
a. E-mail address to be used as username to access when logging in;
b. Mobile number that you can use as an alternative username to e-mail ( optional data );
c. Password to access to access at login time;
d. Name and surname of the natural person registering;
e. Company name and tax code;
f. Company VAT number ( optional data );
g. Customer number to enter at first access if at least one supply of electricity or gas is in your name.
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 e-mail and mobile phone entered during registration can be associated with only one Single Profile.
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 register with the Private mode.
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 single and associated only with your Single 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 single 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 Single 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 single profile (check the “How can I create and activate my single 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 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;
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 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;
5. You have entered the post code and you have a foreign mobile number that you are using as a username.
Don't worry, talk to an operator via chat by clicking here, or send us a message and we will help you.
If you don't remember your username, click here and follow the step-by-step instructions. If you don't remember your password, click here and follow the step-by-step instructions.
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.
We remind you that you have a maximum of 10 password entry 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 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 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.
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.
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.
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.
