Where can I charge my vehicle?
At any of the compatible charging stations featured on the map on the Enel X Recharge app or the Enel X website. You can use the sockets indicated as “available” (green) at the time of your request. You can also view the list of charging stations in order of increasing distance from your position or the address set for the search.
Which charging stations can I use?
As of today, you can use all the Enel X charging stations in public areas as well as all those of other providers with which Enel has interoperability agreements.
Why are the charging stations shown in different colours on the map?
The colour of the charging station indicates its current status:
Click on the charging station for details of the socket in use/booked and the available socket.
Fast charging stations are indicated with a lightning bolt symbol.
Charging stations in the vicinity of our partners’ businesses are indicated with a special logo inside the Pin denoting the commercial category in question (restaurant, hotel, etc.)
I started a charging session but the station is not working. What can I do?
If the charging station has experienced a technical malfunction, please check it first for the provider’s Freephone number. If there is none, call the dedicated Enel Freephone 800 069 850, which is available 24/7.
The station is working and the socket I want to use is free but I can’t start the charging process. What can I do now?
Please carry out the following checks:
If you still cannot start charging, please send an email to email@example.com or call the dedicated Freephone number 800 069 850 which is available 24/7.
I started charging but now cannot terminate it. What should I do?
Please carry out the following checks:
If you still cannot terminate the charging process, send an email to the dedicated email address or call the special Freephone 800 069 850, which is available 24/7.
What should I do if there is another car occupying the parking space at the charging station even though the map indicates that the space is available?
Parking spaces with stations are reserved for charging vehicles only and so users that have terminated charging must vacate the space to allow other vehicles to charge. Enel X is not responsible for the management of the parking space so please contact the relevant authorities.
Who do I contact if there is a problem?
For any clarification you require, please communicate using the dedicated form in the Contact Us section of the Enel X Recharge app on your smartphone or enelx.com website. Alternatively you can send a description of the problem and your identification information to the dedicated email address: firstname.lastname@example.org.
The station isn’t working
Contact the dedicated Freephone number 800 069 850 (available 24/7) and the operator will direct you to the nearest charging station and alert the technical team to deal with the problem.
I can’t find the charging station
Make a report through the Enel X Recharge app or call the dedicated Freephone number 800 069 850 which is available 24/7.
If possible, you can also request that a charge be remotely activated. The report will be dealt with as soon as possible to solve the issue.
The cable is stuck
Make sure that the cable really is stuck, as sometimes it is necessary to exert considerable pressure to connect and disconnect it. If the cable really is jammed, please call the dedicated Freephone number 800 069 850 (available 24/7).
The operator will confirm the ownership of the cable and then send out a team to retrieve it. The cable itself will be retrieved within three hours of the team being dispatched.
How will the cable be returned to me?
Once the team has retrieved the cable, it will be sent to the owner. Customers can leave an address or other details for delivery.
The charging station is damaged
If the station you intended to use is clearly damaged, please call the Freephone number and the operator will direct you to the nearest alternative charging point as well as ensuring that the damaged station is repaired as quickly as possible (within 3 hours if unsafe, 48 hours in other instances).
The display is dark
If the display is dark, you can still use the app to check the availability of the charging unit and activate the charging session. If you have not downloaded the app and you own an E-Drive, you can call the dedicated Freephone number 800 069 850 (available 24/7) which, after a series of checks, can remotely activate the recharge on your behalf. However, if you need to terminate charging you will have to call the Freephone number again. Please alert the Freephone operator to the display issue and a maintenance team will be dispatched to replace the damaged device.
Signage is inadequate
If you go to a public charging point and note inadequate signage and notices, you can report this to the dedicated Freephone number 800 069 850 (available 24/7) and the problem will be dealt with as soon as possible.
Uncertainty or problems using the charging point
If you have problems or are uncertain about using the charging point, you can click on the user guide in the app for support. If this does not answer your questions, please call the dedicated Freephone number 800 069 850 (available 24/7). The operator will provide you with remote support and guide you through using the recharging unit.
What is an emergency charge? How does it work?
If the charging unit is experiencing temporary difficulties in communicating with the centre but is still operational, you can receive a charge but only for a maximum of 16 minutes and at a limited power (depending on the socket selected). If in the meantime, the connection is re-established, you can activate a normal charging session as charging will otherwise go into standby mode after 16 minutes. In such cases, the start and finish messages may arrive late or not at all.
The cable is connected but charging is slow or non-existent.
In cases such as these, please call the dedicated Freephone number 800 069 850 (available 24/7): the operator will check the progress of the charge and, if possible, resolve the issue remotely. Otherwise the problem may be caused either by the car or the connection power of the charging unit.
I am not receiving a charge start/finish text
You may be carrying out an emergency charge in which case the message may arrive late if there are communications problems.
I have been debited the wrong amount
If you believe that your invoice is not correct, please contact the dedicated Freephone number 800 069 850 (available 24/7) and the operator will check the charge consumption levels. If a mistake has been made, the operator will cancel the invoice and rectify the issue.
What is the difference between a Type 2 (three-phase) and a Type 3 (single-phase) socket?
The sockets differ in the amount of power that can be delivered/received.
Which type of socket you connect to depends on the type of car you have and the cable provided with it: these are designed for a higher or lower power intake.
How long will it take to charge my car?
The time it takes to charge a car depends on several different factors:
Firstly, it depends on the model of car and thus the amount of energy required to charge the battery. It also depends on the car’s charge uptake (single-phase charge is slower, three-phase is faster).
The power/voltage of the charging station connection can also effect charging time (this is determined by the provider). Equally, the charge station itself may not be working properly, delivering less power than the maximum permitted level, and slowing charge times.
Why has the charge gone into standby mode?
If the charge goes into standby mode immediately without any energy being delivered, please contact the Freephone number, as there may be a malfunction in the charging unit.
If the charge goes into standby mode after some power has been delivered, then your car’s battery has probably terminated the charge.
What power levels are available from Enel’s charging stations?
The available power levels vary according to the charging station and depend on the grid and the contracts with the provider. The maximum power available can be checked on the app by clicking on the relevant CU.
Why do stations of the same type vary in the speed of the charge provided?
It depends on the connection power available to the charging station and this varies according to the grid and the contract with the provider.
What is the difference between a FAST station and a QUICK station?
FAST and QUICK charging stations use different technologies:
If you use a FAST station, you can charge using either direct current (DC) or alternating current (AC). FAST stations have very high connection power and can cope with up to three charges simultaneously. The power deliverable is also higher (up to 100kW).
Because of the technology/generation used and the connection power, the QUICK stations only allow two cars to charge simultaneously. Generally speaking the sockets are usually single-phase (power deliverable: 3 kW) or three-phase (power deliverable: 22kW).
Do I attach the cable to the car first or the charging station first?
We recommend you attach the car end first and then the station end. However, this does not necessarily have to be the case for the charging station to work properly.
I am a private individual and I have a box/pole and the CU is going to standby mode
If the CU is not charging and immediately sends a standby message, the charging point probably needs to be updated. Please contact the Freephone number to request a software update.
If the card is not recognised by your charging point (the display will flash messages such as “card not valid”, “no match with stakeholder”, etc.), please contact the Freephone number and, after completing the necessary checks, the operator will attempt to get the card working remotely.
Error 04000 – what to do (private: what is anti-tamper?)
The 04000 error message means either that the door of the box has been opened and not closed correctly or the box needs to be reactivated remotely. Please contact the Freephone number and you will be guided through the process of resolving the issue.
A private box/pole malfunctions while the CU is under guarantee
If your CU is under guarantee, you can have it repaired for free by the manufacturer.
If do not have a maintenance contract with Enel X, you will have to dismantle the unit and call the contact centre at 800 069 850 which will forward your request to the manufacturer. The latter will then get in touch to arrange collection.
A private box/pole malfunctions while the CU is not covered by a guarantee
If your CU is no longer under guarantee, you can contact your own electrician to try to solve the problem or send the CU back to the manufacturer for repair: this will incur a fee.
Alternatively you can arrange a maintenance contract with Enel X by calling the Freephone number 800 069 850. The operator will provide you with all the necessary information to activate a contract.
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