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

To take advantage of the digital services available on the Enel Energia website and App, as well as to use all the services of the Enel Group companies (such as Enel X), you must register for the Single Profile, using a single pair of credentials: username and password.

The username can be an e-mail or a mobile number.
 

If you want to use the Enel Energia App, you must first download download on AppStore or Google Play (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).
 

We remind you that the Single Profile is associated with a single tax code.
It is therefore not possible to manage supplies made out to other natural persons with the same Single Profile. Therefore, you will have to create as many Single Profiles as there are contract holders.

To create and activate your Single Profile it is necessary register in the Customer Area or in the Enel Energia App, by clicking on "Register" on the login page.

If you are a company, you can only use the Customer Area.

The data required for registration vary according to the type of customer.

If you are a private individual (holder of at least one power and/or gas supply contract for the home, or owner of a sole proprietorship, with alphanumeric tax code), the data required for registration are:

• an e-mail (username);
• a mobile number (username alternative to e-mail, foreign mobile numbers are also accepted);
• a password as a credential to log in along with the username;
• name-surname and tax code (if the customer wants to manage the active and activation supplies, he must enter the data of the contract holder as data).

If you are a company (you own or manage at least one power or gas supply contract for the company with numerical tax code and VAT number), the data necessary for registration (in addition to e-mail or mobile phone and password), are:

• name and surname of the natural person making the registration;
• company name and tax code;
• VAT number of the company (optional).

After entering this data, an OTP code is sent via SMS to certify the mobile number. Check that the message does not end up in blocked conversations, or in the spam of your SMS.

If you have a foreign mobile number or are temporarily abroad, remember to check with your telephone operator for coverage of the service.

To successfully register, this data must not be associated with a single profile that is already active.

At the end of the registration, we will send you an e-mail with the confirmation link to activate the Single Profile (the message is sent to the e-mail address entered as username). Once the Single Profile is activated, you will receive an additional e-mail confirming registration, with a summary of the data entered in the registration (except for the password).

If you are not an Enel Energia customer (i.e. you are not the owner of at least one power or gas supply), but you create the Single Profile, you will only be able to view the offers of Enel Energia or leave your details to be contacted.

In both registration modes, 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 also remind you that at the first access in Customer Area or App, following the activation of one of your supplies, you will be asked to enter the customer number or the number contract referring to one of the active supplies.

If you are customer (i.e. if you are the owner of at least one power or gas supply) in Customer Area and in App you can:

1. View the data of your supplies and your bills;
   
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 features dedicated to the Enel One and Ore Free offers and monitor consumption;
6. Monitor the consumption of the light supply in the case of a second generation meter installed;
7. Check the history of the readings of the power/gas supplies.

If instead you are not a customer of Enel Energia (that is, you are not the owner of at least one power or gas supply) in Customer Area and in App you can view only the offers of Enel Energia or leave your data to be contacted.

It will not be necessary to do so, the supplies will be connected automatically upon activation of your Single Profile with your data.
If the supplies are made in the name of another natural person, it will be necessary to create a new Single Profile with the data of the holder of the supplies.

It is not possible to manage, with the same Single Profile, supplies made out to different natural persons. The Single Profile is associated with a single tax code.
You will therefore have to create as many Single Profiles as there are contract holders.

We also remind you that you must use an e-mail address and a mobile number different from those of your active Single Profile.

You can always delete your Single Profile by accessing:

• In the Customer Area, in the section Account - Registration Data and choose the item «Delete Registration»;
• At the Enel Energia App, in the Account - Single Profile section and select the item «Delete Single Profile».

If you are unable to delete the Single Profile, you can contact our support:

• In Chat;
• In App Enel Energia on the page ‟I can't log in".

In addition, others are always at your disposal contact channels.

To recover your password go to password recovery page, you will be prompted to enter your username (email/mobile phone) of your Single Profile, on which you will be sent an OTP code to confirm the operation.

To recover your username go to username recovery page, you will be prompted to enter the tax code associated with the Single Profile and you will be sent an OTP code to confirm the operation via email or sms (depending on the data entered as username).

To modify the data of your Single Profile (username, email, mobile phone, password, social profile management, profile deletion), log in:

• in the Customer Area , in the Account section select «Manage Single Profile» and click on «Edit»;
• in the App, in the Account section select «Single Profile» and click on «Edit».

You can change them at any time by choosing one of the following options:

• on the appropriate page of username recovery;
• in App on the login page by clicking on the link "I forgot my username" or within the App in the "Account - Single Profile”;
• within the Customer Area in the "Account - Registration Data" section.

If you haven't downloaded the Enel Energia App yet, go to AppStore or Google Play and the 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.

At the moment it is not possible to use the same e-mail address, the same mobile number and the same social security number associated with another Single Profile already active.
To create a new profile you will need to use different registration data.

Only for the Single Company Profile it is possible to create multiple Single Profiles on the same tax code, but using an e-mail and any mobile number not yet associated with an active Single Profile.

To manage power or gas supplies in the Customer Area and in the App, the personal data used to create the Single Profile must be those of the contract.

If you entered your tax code during registration, but you are not the holder of the supply, please delete the Single Profile by logging in with your credentials:

• In the Customer Area, in the section Account - Registration Data and choose the item «Delete Registration»;
• At the Enel Energia App, in the Account - Single Profile section and select the item «Delete Single Profile».

It will then be possible to correctly create the new Single Profile, by entering the tax code of the holder of the power or gas supply during registration.

If, after entering your credentials, you see the message informing you that the username and password entered are not correct, 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 username;
• the correct username, if you have forgotten it, use the username recovery service or in Area Customers click «Recover Username» and in the App «I forgot my username»;
• the correct password:
  • If you have entered an incorrect password more than 10 times (maximum entry limit), your Single Profile is temporarily locked, it will be unlocked automatically after a few minutes and you will be able to log in again;
  • If, on the other hand, you have forgotten your password, use the password recovery service, or in Area Customers click «Recover Password» and in the App «I forgot my password».

In any case, 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 the activation of the Single Profile.

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

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

• In Chat;
• In App Enel Energia on the page ‟I can't log in".

In addition, others are always at your disposal contact channels.

At the moment it is not possible to use the same email, the same mobile number and the same social security number associated with another Single Profile already active.
To create a new profile you will need to use different registration data.

If your mobile device is enabled for biometric recognition (fingerprint and/or facial recognition), immediately after login a popup will be shown to activate this feature.

Follow the wizard and you can use biometric recognition to access the App, without having to enter your username and password.
You can manage the activation and deactivation of the functionality also in the Account section of the App under "Biometric Recognition". Entering this section you will see the switches to start the fingerprint/face registration (if it is not active) or to disable it (if it is active).

We remind you that, in case of username/password change (or if the number of unsuccessful biometric recognition attempts provided by your device has been exceeded), it will be necessary to perform the procedure for associating your Enel Energia Single Profile with your fingerprint or your face.

You can, at any time, disable biometric recognition by going to the Account section of the App under "Manage Biometric Recognition".

Using this new technology allows you to access the App in a accurate way (through the uniqueness of the person's identity), secure (it has higher security standards than recognition with credentials) and easy (a few practical steps and it's done!).

Here are some practical tips.

To log in using your fingerprint you must place your finger correctly on the biometric sensor of the device and not on the image of the fingerprint, present on the information popup that is called upon access.

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 re-associate your fingerprint or your face to the updated credentials, in the following cases:

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

In all cases where biometric recognition is disabled, the procedure described above must be performed.

Yes, you can access the Customer Area or the Enel Energia App also using the credentials of one of your social profiles, chosen from those provided (Facebook; Google; Apple ID only for iOS devices and only for the App).

If you have not yet created your Single Profile, you can do so by selecting, during login, the desired social network, accessing the first time with the credentials of your social profile and continuing with the registration and activation of the Single Profile.

After completing the registration, you will be able to log in with the social credentials you have associated.

If, on the other hand, you have already created your Single Profile , to access with the social profile, you must first associate it in the Customer Area, in the "Account" section you must click "Manage Single Profile" and then "Social Profiles".

If you haven't downloaded the Enel Energia App yet, go to AppStore 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.