Enel Energia FAQs

There are several payment methods available to you:

• Direct debit or domiciliation
• Spazio Enel
  
• Enel Energia website (Customer Area on the Enel Energia website)
  
• Enel Energia App
  
• Notice of pagoPA payment
  
• Bank transfer
  
• Enel X Pay
  
• Enel X physical network Pay
  
• CBILL

Click here for more information.

You can pay with our Enel Energia App through the "Pay in one click" service in the "News" section by framing the QRcode (in the digital or paper version) that you find on the first two pages of your bill or on the warning/reminder.

Alternatively you can pay with the Enel X Pay App , with the PagoPA App or through the App of your bank/card by framing the QRcode you find on the PagoPA Payment Notice attached to the paper or digital version of the bill or document you intend to pay.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If a bill is not domiciled on your current account or payment card, the payment status at the issuance of the document is "To be paid".

If you choose one of the following payment methods:

Payment notice pagoPA (for the list of payment channels click here)

• without online commissions on pay.enelx.com and from the Enel X Pay App or on the territory with commission equal to 1.30 Euros at the physical channels referable to Enel Energia (enabled Spazio Enel) and at the physical points of the network Enel X Pay;
• online with the IO app or via the website/app of your bank or other pagoPA-enabled channels;
  
• on the territory in the bank, at the ATM, in the receivership, in all post office points, at the supermarket and in all authorized physical points.

Web and App

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

you will not send any receipt! The payment status will change immediately to "In payment" while waiting to switch to "Paid" after about 48/72 hours.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you have received a balance bill (bill that includes consumption for a billing period of more than two months) and you want to pay it in installments, you can always do it up to an amount of 5000 euros directly in the “Services” of the Customer Area or in the detail of the supply of the Enel Energia App, in the section “Manage”. If the bill is domiciled, you can request payment in installments from one of our consultants through call on the Internet (VoIP) and through Live chat directly in the App section “Support - Online Support” or via Live Chat in the Customer Area. For more information, consult our dedicated section.

In the event of a bill issued from 1 January to 30 June 2022, not paid and referring to a supply for domestic use, it is possible to request, as required by the Budget Law, a plan interest-free installments for a maximum of 10 months with the amount of the first installment equal to 50% of the total amount and the remaining 50% divided into successive installments of constant amount, by contacting our Customer Service to the following channels:

1. from App of Enel Energia in the Support section by tapping on "Online Support" or "Call us"
2. from Customer Area via live chat
   
3. from Social via Whatsapp, Facebook or Telegram
   
4. from Call Center to toll-free number 800 900 860
   
5. from one of the Spazio Enel present on the national territory (click here to find the one closest to you).
   

In order to pay a bill in installments you must first ask our contact channels the closure of the installment plan in progress. Once closed, the bill will be payable and no longer in installments.
We remind you that if you have paid at least one installment, for which the bill amount is partial, you can either pay it directly online in the App, in Customer Area of Enel Energia, or you will need to request a bank statement , through our official channels, before proceeding with the payment.

If you do not pay the bill/installment in full, after the deadline, the status of the payment will still be "To be paid" until the amount is paid completely. For more information on charging the Rai license fee, consult ours dedicated section.

If you wish to retrieve the online payment receipts made in the Customer Area or in the Enel Energia App, please check the e-mail of the address indicated during the payment phase. The subject of the email corresponding to the payment receipt begins with "Enel Energia - Notification of bill payment n" .

The bills are all paid
If you do not have domiciled the payments, you will find the credit amount on your next bills.
If you have domiciled the payments, we will credit the amount to the current account used for the domiciliation. The amount will be credited on the day the credit note expires.

There are still bills to pay
The credit note is used to clear overdue and unpaid bills.

If the balance is:

• on credit, the remainder will be credited to future bills;
• in debit, you will receive the compensation letter with the details of the invoices concerned, complete with the pagoPA payment notice to proceed to the balance.

The credit note relates to a discontinued supply
We will use the credit to offset any overdue and unpaid bills and in the event of any remaining credit, we will refund it via letter Mooney (formerly Sisal) or check non-transferable.

If you prefer a refund with a different method (e.g. bank transfer), request it from one of our contact channels.

The bills are all paid
The double payment is credited to upcoming bills, if you prefer a refund with a different method (eg bank transfer), request it from one of our contact channels.

There are still bills to pay

Double Paying is used to clearing overdue and unpaid bills.

If the balance is:

• on credit, the remainder will be credited to future bills;
• in debit, you will receive the letter of compensation with the details of the invoices concerned, complete with the payment notice pagoPA to proceed to the balance.

In any case, if you paid by bank transfer, always make sure you have used the Enel Energia iban codes: IT18Y0306905020051014470177 or IT18P0306909400100000011397.

If you are the heir of the deceased person or the actual user of the supply, you can request one of our contact channels, sending the documentation to obtain the refund in your name, or download the form to be filled in and returned.
Remember, before the refund, if you continue to use the supply request the change header (voltura), or the termination (contractual resolution) to one of our contact channels.

If you are the actual user of the supply, you can request a refund in your name.

Download the forms to fill out here and send them back to us.

Remember! If you continue to use the supply, you must also request the change of the name in the Contract. You can implement this name transfer by clicking here or the termination (contractual resolution) to one of our contact channels.

You can ask one of our contact channels, information on your refund, the reissue of the check (if not already collected) or a new refund in the manner that prefer (which will be issued after the expiration of the unclaimed check).

You can ask one of our contact channels, information on your Mooney (formerly Sisal) refund, a copy of the refund letter or a new refund in the way you prefer. Remember that the Mooney (formerly Sisal) refund letter is valid for 90 days.

If you are looking for useful information on your bill, you can consult the guides we have created to make it easier to read your bill. If you have doubts about your bill, you can read our FAQ on the bill.

Your supply bills can always be consulted and downloaded in the Customer Area and the Enel Energia App with a 24-month history.

At the time of issue, the bill is immediately available in the archive and among the main data you can consult:

• Issue date;
• Expiry date;
• Total amount;
• Billing period;
• Payment status;
• Download PDF bill (available on average 24 hours after issuance).

If you have activated the Web Bill service, just issued, you will receive the bill in PDF format directly on your email. If you have not yet activated it, you can do so in the Enel Energia Customer Area and App or by clicking here.

If you have received a bill that contains an estimated consumption that is higher than what you read on your meter, you can independently carry out the Correction directly in the Customer Area and the Enel Energia App or you can request it from our Customer Service.

Access the Customer Area or the App, choose the supply on which to carry out the bill correction and enter the reading you find on your meter. You will receive a new bill with the actual consumption that you have communicated to us.

If you wish to receive the Enel Energia bill for your power or gas supply on your e-mail, you can request the activation of the Web Bill service.

You can request activation of the service directly in the Customer Area and in the Enel Energia App or in the dedicated section of the site by clicking here. The official channels that you can find by clicking here also remain at your disposal.

If, on the other hand, you have already activated the Web Bill service but are unable to access your e-mail address, you can change the e-mail address in the Customer Area and App at any time.

If you do not receive the paper bills, you can activate the web bill service thanks to which you can receive them a few days after they are issued directly to your email address. Go into the details of your supply and request the activation of the service. Your bills are still available in pdf format in the bills archive of your supply. We remind you that the delivery of the bill in paper format does not depend on Enel Energia, but on the local postal carrier.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If the number of supplies is more than one, it is possible to request the activation of the SINTeSI service which allows you to receive a summary document with information relating to all the bills issued at the same time on the supplies for which the service is active. SINTeSI there is a main supply and secondary supplies (associated) to be combined with the main one. Currently the service can be activated from the Customer Area and from the call center. In the Customer Area it is also possible to add/remove secondary supplies or deactivate the service.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

It is necessary to send the proof of payment only if you have received a reminder or a formal notice of payment and you have made the payment of the arrears on a channel that does not provide for the automatic sending of the proven payment. You can send the proven payment directly to the Enel Energia Customer Area.
For further information visit our dedicated section on our website.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

To consult the cost of the single kilowatt hour for the power supply, or of the standard cubic meter for the gas supply, you can consult the final pages of your detailed bill. If you receive the synthetic bill instead and want to request the detailed bill to be sent, you can do so independently in the Customer Area of Enel Energia by logging in with the same credentials as the App, by going to the "Services" section and selecting the "Summary or Detail Bill" card. Alternatively, you can request a change in the type of bill from our official contact channels.
The detailed bill is always available and downloadable in PDF format in the App in the supply bill archive. If you haven't already, register for our digital services and discover all the benefits of using them.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you want to download the bill PDF you can:

1) Access the Enel Energia App, choose the supply, go to the details of the bill in the archive and click on Download PDF in the "Documentation" section.

2) Access the Customer Area by clicking here, choose the bill, go into detail and download the PDF format.

If you browse from the App or from a mobile device and cannot view the bill after the download, we would like to point out that for some smartphone models it will be necessary to download a PDF file reading application if you have not already done so before. .

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

You can see and manage your supplies when the contract has been entered into our systems. If you have signed the online contract on our website enel.it then you can immediately consult the progress of the activation. If, on the other hand, you have signed the contract on another of our non-digital channels, you will need to wait for it to be registered in our systems. For this reason, if it is not entered into the system instantly by the sales consultant, it may be necessary to wait no more than five working days after the subscription, before being able to view it.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you have signed a new power or gas supply contract on the Enel Energia free market for your home or office, you can access your Customer Area or the App to check the activation status.
Select the supply in progress and consult the progress.

Only in the Customer Area it will be possible to complete, if necessary, the operations for closing the contractual file in the appropriate section, as well as download the PDF of your contract.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

The completion times for the activation of the supply depend on the type of request and the type of contract (whether power or gas):

• Change of supplier : transfer to Enel Energia from another supplier up to a maximum of 90 days for domestic users which are calculated from the delivery of all the documentation necessary for the closure of the contract;
• First power activation: activation of a new supply at the same time as the activation of a new power meter up to a maximum of 7 working days which are calculated from the delivery of all the documentation necessary for closing the contract;
• Takeover: activation of a new supply on a deactivated counter up to a maximum of 7 working days for power users and up to a maximum of 12 working days for gas users, which are calculated from the delivery of all the documentation necessary for closing the contract;
  
• Voltura: change of contract title active supply with Enel Energia up to a maximum of 2 working days for power and gas users which are calculated starting from the delivery of all the documentation necessary for closing the contract.

You can subscribe independently to one of our offers by visiting the dedicated page of our website. Alternatively, you can request assistance from one of our consultants in chat at any time by clicking on the "Contact us" box. Our official channels are also at your disposal.

At the moment the available progress of the supply is only the power one. Once the gas supply has also been activated, it will be possible to view and activate the services on both supplies.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

Usually the new offer will be activated on the 1st day of the following month upon subscription. During the period between subscription and activation you can view your bills and request only throught the following services:

• Web bill;
• Direct debit;
• Installments;
• Self-reading;
• Bill correction;
• Online payment.

For the entire period in which the new offer will be activated, it will not be possible request the basic/daily band change (for the Ore Free offer), or the plan change (for the
range of Enel One offers), or view any consumption for the offers that provide this functionality.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you have sent us a complaint and would like to know where the processing is going, please contact us through our official channels. Find out what they are by clicking here.

If you wish to deactivate your power or gas supply because you are leaving your home, then you can request it directly in the Enel Energia Customer Area. The deactivation of the supply involves the closing the counter (technically defined as "cancellation with seal"). It is done by sealing the meter so that it cannot be used until a new contract is activated. We remind you that it is possible to view the discontinued supply in the Customer Area and also in the Enel Energia App for the following 12 months from the date of termination.
 

Conveniently deactivate your home supply from the reserved area and you will be entitled to a € 25 bonus for signing a new contract with Enel Energia from the enel.it site within one year of the supply being deactivated.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you wish update your data contact to receive communications from Enel Energia or your consents to stay up to date on all the news from the Enel world, you can do so directly in the Customer Area and App in the Account section.

The official channels that you find also remain at your disposal by clicking here.


If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If the available power of your meter is not suitable for your consumption needs, you can change it by requesting a power increase or decrease.
 

Perform the operation quickly and easily directly in Customer Area. You will immediately get a cost estimate that you can easily accept or cancel. All information on times or costs and frequently asked questions can be found directly in the Customer Area in the services section.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

To consult and download all the useful forms to complete the activation or to manage your power or gas supplies, you can directly visit the Forms section of the Enel Energia by clicking here.

You can find the information on the active offer at the bottom of the supply detail page within the App. You can access the detail by clicking on the supply card on the homepage. Alternatively, you can also find the same information in Customer Area in detail of the supply by clicking on the "Manage Supply" button.
To download the PDF format of the contract or the voice recording (if you have signed the contract in vocal mode) you can go to the details of the supply in the Customer Area.
We remind you instead that the new contractual conditions are sent before the end of the period via email in case of presence in the registry of your certified e-mail address or, in its absence , by paper letter to your delivery address. If you wish to retrieve them, please check your e-mail archive.
If you have not yet managed to retrieve them in the digital or paper version, you can request a copy from our customer service.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

To complete the signing of the contract you can choose one of the following methods:

1) click on the link in the email you received to fill in the forms and follow the guided procedure. If you haven't received it, check your Spam and Junk E-mail folders
2) go to dedicated section 
3) enter Customer Area and go to section Services - Services for the contract - Send Documents

If you haven't already done so, register and create your Single Profile which will be your account to access the digital services of Customer Area and Enel Energia App. For more information on accessing digital services visit our dedicated section.

If you want to access our Enel Energia digital services through the Customer Area or the App, consult our dedicated section by clicking here .

If you are a registered customer of Enel Energia digital services with a unique Private profile (i.e. if you are the holder of an power or gas supply contract for the home or owner of a sole proprietorship with alphanumeric tax code) you can easily manage your power and/or gas and/or fiber supplies in Customer Area. Download pdf with the list of operations you can do.

If you are a registered customer of Enel Energia digital services with a unique Company profile (i.e. if you are the owner or delegate to manage a company with a numeric tax code) and you have up to a maximum of 30 supplies, here you will find all the operations you can do in the Customer Area of Enel Energia.
 

For more information on how to create your unique profile and what data you need to register click here.

If you are a registered customer of Enel Energia digital services with a unique Private profile (i.e. if you are the holder of an power or gas supply contract for the home or owner of a business individual with alphanumeric tax code) you can easily manage your power and/or gas and/or fiber supplies. For convenience we have collected here all the operations you can do then within the Enel Energia App.

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

If you have problems accessing Enel Energia digital services through the Customer Area or the App, consult the dedicated section by clicking here .

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.

At the moment, to use the Enel Energia App you will need to use a mobile device that supports the Android version equal to or later than 5.0 and the version iOS equal to or later than 9. For further details see the information section available in the Play Store (for Android) and on Apple Store (for IOS).

If you have an Android device and are experiencing problems opening, loading or downloading / updating the Enel Energia App, please follow the instructions in the dedicated section of Google.
To check which Android version the Enel Energia App supports, please consult the information section on the Play Store.

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

Follow the wizard and you will be able to use biometric recognition at each new access, without having to enter your credentials. You can manage the activation and deactivation of the functionality also in the Account section of the App.

We remind you that, in case of username/password change or if the number of biometric recognition attempts provided by your device have not been successful), it will be necessary to carry out the procedure again to associate your unique Enel Energia profile with your fingerprint or your face.

Both before and after logging in, you have the possibility in the Customer Area and in the Enel Energia App to chat with one of our operators who will offer you assistance for all your needs.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you have activated the offer Enel One, thanks to the Customer Area and the Enel Energia App you can:

• Monitor daily consumption and view the consumption history up to a maximum of six months (consumption is updated on average starting from 48 hours after the survey);
• Change the plan for free if your current consumption is not in line with the active plan and consult the history of your plan changes;
• Consult the energy stored economically in your E-BOX saving bank and check all monthly movements;
• Consult the receipts and change the delivery address;
• Consult your bills.
   

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you have activated the offer Ore Free, thanks to the Customer Area and the Enel Energia App you can:

• Monitor daily consumption by time slots and view the consumption history up to a maximum of six months (consumption is updated on average starting from 48 hours after the survey);
• View your free hours of the day;
• Change your base range (free time slot valid for every day);
• Change your daily slot (free time slot valid only for a specific day chosen).
   

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

If you have installed the second generation meter (2G meter) you can monitor and consult your consumption down to the daily and hourly detail directly in the Enel Energia App and Customer Area. Furthermore, if your offer is not in line with the consumption made, you can always receive assistance from one of our dedicated consultants to change your offer to one dedicated to the 2G meter.

For more information on the 2G meter visit the dedicated section.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

Thanks to Alexa's skills, Enel Energia accompanies you with technological solutions that can simplify your everyday life by managing your power or gas supplies. Find out all the details on the dedicated page.

You can find information on your current active offer:

1. On the first page of the bill in the digital or paper version.
2. At the bottom of the supply detail page within the Enel Energia App. You can access the details by clicking on the supply card on the homepage.
3. In Enel Energia Customer Area by clicking on the “Manage supply” button, corresponding to the desired supply.

You can find the information of the bank on which the domiciliation is active directly on the first page of your bill under "Payment type". Instead, you will find the IBAN information on which the domiciliation is active in the Customer Area, on the first page that is displayed by clicking on the "Direct debit" service (you can find the service in the "Services" section or in the details of the supply or in the "Bills"). If you only use the Enel Energia App you can enter the Customer Area with the same credentials with which you log into the App.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

Only for the supply of power and only for customers on which the 2G meter (second generation meter that traces the hourly consumption curves) has been installed is it possible to access the consumption monitoring service in the Customer Area and in the Enel Energia App through which you can view the following information:
 

1. Graph of monthly consumption expressed in kWh with bars corresponding to daily consumption
2. Graph of daily consumption with bars corresponding to hourly consumption
   
3. Consumption value of the selected hour/day/month expressed in Kwh

In addition, it is possible to receive assistance in carrying out a re-negotiation on a 2G offer, or a change of offer to Enel One or Ore Free.

If you haven't already, register and create your Single Profile which will be your account to access the digital services of Customer Area and App by Enel Energia. For more information on accessing digital services visit our dedicated section.

The social bonus is a subsidy introduced by the Government for helping families in difficulty due to economic hardship or physical hardship (for cases in which a serious illness forces the use of medical equipment powered by electricity).

Thanks to the discount you will be able to benefit from the social bonus light and the social bonus gas .

The free energy and gas market differs from the protected one in terms of the economic conditions offered to users.

In the power or gas offers for the free market, the energy component or the gas raw material have a fixed price set directly by Enel Energia. In the protected market, however, all the items that make up the tariff are established by ARERA. The free market for power and gas allows users to choose their supplier and economic conditions. Here you will find all the information on the free market and the differences with the enhanced protection service.

Starting from July 2016, the subscription fee for television for private use will be paid in installments in the electricity bill.

To find out who has to pay and how to pay, what are the refunds and who is entitled to the exemption visit this page.

Find all the forms you need for your supplies at this page.

Once you have chosen and downloaded the form you need, use one of the following channels to send us the completed forms:

• Via Web: click here to send your documents quickly and easily;
  
• Via Mail: attachments.enelenergia@enel.com;
  
• In a Spazio Enel or Spazio Enel Partner: click here to find the Spazio Enel closest to you.
   

If you no longer have light in your home, you can visit our dedicated section and access the service that provides you with all the useful numbers of the emergency response of the local network distributor.

If your electricity and gas meter have a breakdown, you can send the report or the reminder of your previous report to the toll-free number shown on the first of your bill in the "Have you a breakdown?".

The local Distributor varies according to the geographical area and is a company other than Enel Energia. To check which is your local distributor click here.

With reference to the reports relating to possible scam attempts against our customers on the web, sms, telephone, or through home visits, we invite you to consult our sections created specifically to defend against these events:

1. Receiving suspicious communications
2. How to recognize agents door to door Enel Energia

We inform you that Enel Energia makes commercial calls only to customers who have given their consent to the contact and we remind you that it never calls its customers via automatic answering machines. 

To check if the number that contacted you is among those authorized by Enel Energia, you can visit our dedicated section.

In the case of receiving calls from operators who declare themselves to be Enel Energia without actually being one, we invite you to report to our official contact.

Finally, we remind you that you can block unwanted calls or calls from unknown numbers by going to your mobile device settings in the call section.

To receive assistance for subscribing to Enel Energia's offers, or to request support for management > of your active or activated power/gas/fiber supplies, you can get in touch with us through our official channels.

In case of temporary disruption on our digital channels, please consult dedicated page and to choose an alternative channel.