Enel Energia FAQs

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.

There are several possibilities: here you will find a clear explanation of the advantages of each payment method supported by Enel Energia.

If a bill is not domiciled on your checking account or payment card, the state of payment upon issuance of the document is "To be paid".
If you pay your bill within the App, in the Customer Area or through physical channels such as Poste, Lottomatica, Sisal, Coop, Cityposte, Paytipper, Cbill the payment status
will change immediately to "In Payment" while waiting to switch to "Paid" after approximately 48/72 hours.
For all other payment channels, such as bank transfer or debit card, it will be you must wait at least 72 hours after payment to get your location updated in our systems (directly in the "Paid" status).

With the introduction of the new 3DS 2.0 standard, payment in the Enel App and Customer Area Energy is even safer. If you have activated the 3D-Secure code at your institution in credit and if the amount of the bill is higher than the minimum spending threshold, to confirm payment you will be prompted to enter a disposable code that you will receive via SMS on your mobile phone or to confirm the operation directly on your online App banking. For some transactions, two-factor authentication may be required, which also provides for the entry of your home banking password, all to guarantee additional security of your account or payment card details.
If you do not receive the code, before contacting us or your credit institution, check that the message did not end up in blocked conversations or in the spam of your SMS.
If, on the other hand, you have not yet associated your mobile number with your current account or card of payment, contact your credit institution.

If you have received a balance bill (bill that includes consumption for a period of billing over 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 detail of the supply of your App, in the "Manage" section. If the bill is domiciled, you can request payment in installments to one of our consultants via a network call internet (VoIP) or via chat directly in the "Support" section. For more information consult our dedicated section.

If your power or gas meter is remotely read, it is not necessary to send us the value of the reading on your meter as it is read automatically by the distribution company. In this case you will always pay the actual consumption in each bill.

If, on the other hand, your power or gas meter is not remote-read or the remote reading is not active, then you can send us the reading of your meter directly in the Customer Area, in the App or to our official channels.

Remember to send it to us by the end of the billing period so that any consumption estimate is limited to a few days. For more information on how to self-read click here.

If you wish to receive your Enel Energia bills for your power or gas supply directly to your bank, post office account, credit card or PayPal account, you can request the activation of the service Direct debit (SDD). The domiciliation can be activated on:

• Italian bank account or foreign in SEPA area (SDD);
• credit card in SEPA area;
• PayPal account.
   

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

If you have already activated the Direct Debit service but wish to update your IBAN, you can change your bank accounts in the Customer Area and App at any time.

Furthermore, if you manage a power or gas supply contract for your home or for your individual business with an alphanumeric tax code, you can also request the debit of your bills on a payment card equipped with PAN (16-digit code) managed by Visa, MasterCard, American Express, Diners issued in the entire SEPA Area or PayPal account exclusively within of the Customer Area and App.

After making the request in the App or Customer Area, it is necessary to wait a few days, necessary for your credit institution to carry out the necessary checks, for the service to be active (up to ten days for the debit on the current account and up to five rounds for debiting your PayPal account or payment card).

In order for the activation and / or modification of the direct debit to be successful it is necessary that the holder of the contract for the supply of power and/or gas coincides with the holder of the current account, the PayPal account or the payment card. If the two holders do not coincide, even if the request is successful in the App, it will still be canceled when it is sent to the credit institution.

The domiciled bill is debited directly from your bank account, credit card or PayPal account on the day of expiry. If the domiciliation on a current account is active then at the time of issue, in the App and Customer Area the bill will be visible with the payment status "Debited to C/C". If, on the other hand, domiciliation on a credit card or PayPal account is active, the payment status will be “Debited on cdc”.

If the debit is not successful, a further debit request is sent to your credit institution (bill payment status "Debit in verification") unless your account has been closed or your credit card/PayPal account has expired. If even in this second attempt the charge is not successful, the domiciliation will be automatically deactivated and you will be sent the bulletin to pay the bill in the communication relating to the revocation of the service. In this case you can also pay the bill in the App and Customer Area.

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.

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 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.

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.

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.

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 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.

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 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 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.

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.

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.

If you are unable to download and install the latest App update on Android, we suggest that you clear the cache and delete the Google Play data. For more details click here .

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.

Within the Customer Area and the App you have the opportunity to chat or make a call from the Internet (VoIP) with one of our operators who will offer you assistance for all your needs. If, on the other hand, you want to request assistance to access our digital services, on the App you can contact a dedicated consultant by calling from the internet (VoIP), while the Live Chat service is available in the Customer Area.

If you activate the free "Infoenelenergia" service you will be able to receive a series of notifications useful for the effective management of your power or gas supplies directly to your e-mail and/or mobile phone via SMS , for example:

• Opening period for meter reading communication;
• Issue of the new bill;
• Payment successfully registered;
• Exceeding the expiry date of the bill;
• Receipt of a payment reminder.
  
  

You can request activation of the service directly in the Enel Energia Customer Area. The official channels that you find also remain at your disposal by clicking here. If, on the other hand, you have already activated the Infoenelenergia service but you wish to update your mobile number or your e-mail, you can modify them at any time directly in the Customer Area.

Create your unique profile or access the Customer Area by clicking here.

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 piggy bank and check all monthly movements;
• Consult the receipts and change the delivery address.

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 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. 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.

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.

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 electricity 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 electricity 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;
  
• At an Enel Space or Enel Partner Space: click here to find the Spazio Enel closest to you;
• Via FAX: here for the complete list of Enel Energia fax numbers

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?".