Enel X Way App FAQs

What is Enel X Way app and how does it work?

Enel X Way is the mobile app that allows you to manage electric vehicle charging wherever you are. At home - with your Waybox - as well as in the city, on urban and main roads and at various strategic locations (supermarkets, parking lots and shopping centers) thanks to the charging stations spread across Italy and Europe. The App works on all iOS and Android smartphones.
At home, use Enel X Way app to configure your Waybox and manage its settings. Schedule your charging sessions according to your needs and check your sessions data in real time.
Use the interactive map to find out the charging points around you, checking costs, accessibility info and choose the offer that best suits your needs within the Wallet. Reserve and start charging directly from the App or through the RFID card.

Who can use the service?

All private customers over the age of 18 and sole proprietorships or large companies can access the service.

How can I register?

Registration from the App is free. Download Enel X Way from the App Store or Google Play and create your Unique Profile by clicking on "Register here" on the login page. Enter your personal data or alternatively register via social media (Facebook, Google or Apple). During registration be sure to select the "Region" in which to register your account based on where you want to use the Enel X Way services. To use the App in another "Region" you will need to create a new account also using the same credentials.

What is the Unique Profile and what are its advantages?

The Unique Profile is the account that allows you to login the App using the credentials entered during the registration phase. You can use the same credentials to access all Enel Group services, such as Enel Energia, Enel X or Endesa X, wherever you are worldwide. It is not possible to create multiple Unique Profiles using the same data in the same "Region".

Can I use Enel X Way app without registering?

It is possible to use the charging service even without creating an account by logging in as "Guest" from the log in page. For charging it will be necessary to enter billing information for payment, which can be made by credit card, prepaid card or PayPal. Charging costs will be calculated based on the Pay Per Use plan. You will not be able to access the reservation service, Flat subscription plans and all other services included in the App.

How can I enable the access with biometric data?

You can enable the easy login mode, after registering and logging in for the first time. You can always change your choice within the account settings in the "Easy Login" section. This will allow you to easily log in the App without the need to enter the password.

I didn’t receive the account verification email after the registration, what can I do?

If you haven’t received the account verification email, verify that the email is not in the "Spam" folder or search for "Enel X Way" in the search bar. If you don’t find the email, contact costumer care or write an email to [e-mail].

I forgot my password. What can I do?

If you forgot your password, you can request a new one by clicking on "Forgot password" and entering the email address used during the registration: you will receive an email with a link to set a new password.

I can’t register. What can I do?

Remember that, to finalize the registration, it is necessary that all fields are filled in and that the "Terms and Conditions" section is marked with a flag. If you have previously registered on a portal of the Enel group, access the Enel X Way app with the same credentials (email / social security number / password) as the single profile. If you don’t remember your password, you can reset your password to generate a new one. For further assistance, you can contact customer service.

My account is blocked. What can I do?

If you have already confirmed the login email, the account may have been blocked for having entered an incorrect password several times. In this case, wait 10 minutes. The account will be unlocked, and you can retry access. Before accessing your account again, we recommend that you reset your password. Also remember to check that the login email is the same one used during registration. If after the password reset the account continues to remain blocked, you can contact customer service for support.
If you have not confirmed the login email yet, remember that you have 24 hours from receiving the email to validate the account. If more than 24 hours have passed, you must proceed with a new registration.

How can I deactivate my account?

To delete your account, you need to go to the "Settings" section and click on "Delete Account".
You will be able to decide to delete all your data on Enel X Way app and continue to access all Enel services with your unique ID, or decide to delete your data and your unique ID. In this case, you have to create a new account to access Enel services. We will deactivate the Account within 10 days after receiving your request. In this case, you will be invoiced for the fees relating to the Services used until the deactivation of the Service.

What is the difference between private account and corporate account?

The private account is suitable for those who want to charge their private vehicle. This means that all the invoices for your charging sessions and penalty time will be issued to you. In case you want to charge the vehicle used for working, select the business account.

Attention: by selecting the "Business" user type, it won’t be possible to activate a Corporate code. Proceeding with the "Business" user type, charging and penalty time invoices will be issued to your company.

Where can I find my personal data?

You can access your data from the navigation bar by selecting "Account" and then your first and last name.

How can I change my personal data?

To change your personal data, call the dedicated Enel X Way toll-free number that you can find in the "Report an issue" section of your Account by clicking on the icon "Assistance". You can also contact us at [e-mail].

Where can I activate and manage notifications?

You can view all your notifications in the "Notifications" section at the top right of your account. Within this section, you can access your settings and manage your status. You can also access "Settings" from the "Notification Settings" section within account settings.

How can I buy and use the RFID card?

You can buy one or more RFID cards via the App by following these simple steps:

• On the navigation bar select "My account" icon
• Select "Card Enel X Way", then "Order a new RFID card"
• Indicate the billing address and the address in which you want to receive the card
• Select the payment method already registered in the Wallet or add a new one to make the purchase, the cost is € 16.00 (VAT included)
• Click on "Purchase".

Once received, remember to associate it with your Enel X Way account:

• Access the "Activate your RFID card" section
• Enter or scan your card code.

Now you are ready to charge by tapping the card on the charging station reader. The charging session cost will depend on the tariff plan selected inside your Wallet. If you are an employee, contact your company contact person and follow the same steps for the association in the App.
With the same RFID card, you can also authorize home charging on your Waybox.

What is the difference between the RFID card and the digital card?

The RFID card can be purchased by the user through the App and allows you to start and end public and private charges without using the App. The digital RFID card is free and can be used directly within the App.

How can I activate and use the digital card?

For Android devices, it is possible to activate a digital card in the App to start and stop charging simply by turning on NFC on your smartphone and hold your phone near to the reader. Pricings and payments are applied according to what is set on your account – Wallet section.

For the activation:

• On the navigation bar, select "My account" icon
• Select "Card Enel X Way", then click on "Set up your digital card".

I lost my RFID card, what should I do?

If you have lost your RFID card, call the dedicated Enel X Way toll-free number that you can find in the "Report an issue" section of your Account by clicking on the icon "Assistance" or write to [e-mail].

How can I add my vehicle to my account and what is it used for?

To register one or more car models to your account, you can select the "Account" icon from the navigation bar and then click on the "Add Vehicle" card in the "My Garage" section; or you can click directly on the vehicle icon displayed on the map.
You can choose from the list of vehicles proposed by the App or enter a new one manually.
For each vehicle, some technical information will be shown, such as: charging power, battery size, autonomy, in order to offer more details during the charging session. This information is always editable from the "My Garage" section within the "Account" section.
For each charging session, whether public or private, it will be possible to select the vehicle to be charged. In addition to the energy delivered (kWh), charging time and power, the following information will be shown:

• added autonomy in km/miles
• % of charge added.

These values are to be considered purely indicative, as they are potentially subject to variables and vehicle characteristics not included in the above formulas.
It is also possible to use the service without registering any vehicle.

I’m charging, but I’ve selected the wrong vehicle, how can I change it?

If you want to change the selected vehicle while charging, you can modify it by clicking on the vehicle icon on the charging session screen. Values will be updated accordingly.

How do I view and manage my fees or payment methods?

From the navigation bar, go to the "My Account" section, then open the "Wallet" submenu. In the "Public charging fees" section, you can monitor all the active fees in your account, change the selected tariff plan for your account, and view other available tariffs that you can subscribe to.
In the "Payment Methods" section, you can manage your payment methods through the following steps:

• to add a new payment method, click on "Add a payment method +" at the top right or by clicking on the card at the bottom of the screen
• to select a payment method, click on the corresponding card and then on "Confirm"
• to delete a payment method, click on the "Bin" icon and confirm that you wish to remove it from the list.

How and when do I pay for the service?

The payments for public charging can be made via credit card, prepaid card or PayPal. Invoices will be sent according to the different tariff plans. The billing frequency varies depending on the tariff plan selected as follows:

• Pay Per Use Basic Plan: the invoice is issued and sent to the customer at the end of each charge session. Any charges for failure to free the plug at the end of charging are included.
• Pay per use Premium Plan: a first invoice is issued and sent at the time of subscription for the annual fee for the booking service. For the charges it is issued at the end of each session. Any charges for failure to release the plug at the end of charging are invoiced at the end of the charging session.
• Flat Plans for a monthly fee: the invoice is issued and sent to the customer on the day of subscription of the plan or renewal. The invoice includes both the fee for the reference period and any extra costs due to exceeding the monthly threshold in the reference month. The invoice is issued monthly, on the same day of each month. Any charges for failure to release the plug at the end of charging are billed at the end of the charging session.

For large companies, payment will be made according to the procedures provided for by company agreements.

What fees are available for the public charging service?

Different fees are available, choose the one that best suits your needs within the Wallet:

• Pay Per Use Basic: pay-as-you-go charging service with payment at the end of the single session. The price varies per charging point and is displayed within the App, on the detail page of the charging point itself. Additional costs of penalty time are expected for not releasing the plug at the end of the charging session of € 0.09 / minute for AC plugs and € 0.18 / minute for DC plugs.
• Pay Per Use Premium: pay-as-you-go charging service with payment at the end of the single session. The price varies per charging point and is displayed within the App, on the detail page of the charging point itself. With 25 €, starting from the subscription date and for one year, the offer includes the unlimited charging point booking service, when available. The option will be automatically renewed at the end of the validity period. Additional costs of penalty time are expected for not releasing the plug at the end of the charging session of € 0.09 / minute for AC plugs and € 0.18 / minute for DC plugs.
• Flat Small: it guarantees, at a fixed fee of € 25.00 / month (VAT and taxes included) a total energy consumption of 70 kWh per month. If this threshold is exceeded before the monthly renewal, for any further charging session the tariff plan will be enhanced to the Pay per Use Basic tariff plan. Flat Small also includes unlimited booking service. This tariff plan is activated on the subscription date and it is automatically renewed on the same date every month. You can view the residual and updated value of your monthly kWh threshold in the dedicated section of the App. Additional costs of penalty time are expected for not releasing the plug at the end of the charging session of € 0.09 / minute for AC plugs and € 0.18 / minute for DC plugs.
• Flat Large: it guarantees, at a fixed fee of € 45.00 / month (VAT and taxes included) a total energy consumption of 145 kWh per month. If this threshold is exceeded before the monthly renewal, for any further charging session the tariff plan will be enhanced to the Pay per Use Basic tariff plan. Flat Small also includes unlimited booking service. This tariff plan is activated on the subscription date and it is automatically renewed on the same date every month. You can view the residual and updated value of your monthly kWh threshold in the dedicated section of the App. Additional costs of penalty time are expected for not releasing the plug at the end of the charging session of € 0.09 / minute for AC plugs and € 0.18 / minute for DC plugs.
• Flat Extra Large: it guarantees, at a fixed fee of € 99.00 / month (VAT and taxes included) a total energy consumption of 320 kWh per month. If this threshold is exceeded before the monthly renewal, for any further charging session the tariff plan will be enhanced to the Pay per Use Basic tariff plan. Flat Small also includes unlimited booking service. This tariff plan is activated on the subscription date and it is automatically renewed on the same date every month. You can view the residual and updated value of your monthly kWh threshold in the dedicated section of the App. Additional costs of penalty time are expected for not releasing the plug at the end of the charging session of € 0.09 / minute for AC plugs and € 0.18 / minute for DC plugs.

How do I disable a flat rate?

The flat rate is activated at the time of the subscription date and renews automatically every month, on the same day.
To disable your flat rate, simply select the Pay Per Use rate from the wallet in the public recharge rates section. The change plan from a "Flat" rate plan to the "Pay Per Use" rate plan, will be applied within 24 hours of your request. Remember that when switching to Pay Per Use, you will lose all remaining kWh provided in the flat.

How do I disable a flat special tariff?

The flat special tariff is activated at the time of the subscription date and automatically renews every month, on the same day.
You can request deactivation of your special tariff by calling at the Enel X Way toll-free number that you can find in the "Report a issue" section of your Account by clicking on the icon "Assistance" or write to [e-mail]. We will disable your tariff as soon as possible. Remember that upon deactivation, you will lose all the remaining kWh provided in the flat special.

What is a coupon and how does it work?

A coupon is a code that entitles the user to free charging through a purse of kWh with a certain expiry date. The user can receive this code directly from Enel X Way or other partners. The code must be entered immediately before the start of the charge directly on the App. Once activated, the purse will be valid with all subscribed tariffs except corporate ones. It is in fact automatically applied to charges following this activation. To use the coupons, it is necessary to have at least one tariff plan active, with the exception of Corporate. If several coupons are activated, the one with the earliest expiry date will be used first. All details on the expiration and use of the coupon can be found in the " Promo or corporate code" section in the "Wallet" submenu.

What is a Corporate tariff plan and how does it work?

This is the offer for companies that allows employees to charge for free, with the exception of the charges for occupying the plug when the charge is completed. These will be charged directly to the payment method entered in the App. To activate this offer, enter the activation code received from your company in the "Promo or corporate code" section that you will find in the "Account" section in the "Wallet" submenu.

Where can I view my payment invoices?

Access "My Account" section through the navigation bar, then select 'My Invoices' under the "Wallet" submenu. You will be able to view and filter the invoices referring to your account.

Where can I charge my car?

You can charge your car at all charging stations compatible with your vehicle that are marked as "Available" on the map. In addition, you can display the stations by sliding through the previews or view them in a list and refine your search using the available filters.

Why can't I find all the charging stations in the App?

On the App, you can find only the installed and active charging stations managed by Enel X Way and interoperables.

What is the meaning of the pins and colors on the map?

Each PIN on the map gives you information about the charging station and its status.

• Lightning bolt indicator: indicates AC charging stations from 0 to 7 kW.
• Lightning bolt indicator and one dash: indicates AC charging stations from 7 kW to 22 kW.
• Lightning bolt indicator and two dashes: indicates DC charging stations from 22 kW to 100 kW.
• Lightning bolt indicator and three dashes: indicates DC charging stations from 100 kW to 150 kW.
• Lightning bolt indicator and four dashes: indicates DC charging stations from 150 kW to 350 kW.
• Lightning bolt indicator and five dashes: indicates DC charging stations up to 350 kW.
• Dark purple border indicator: identifies the selected charging station.

The status of the charging station is identified by the color of the PIN:

• Green: AVAILABLE. You can activate a charging session since the station is free.
• Orange: BUSY. Charging is not available as all plugs are busy or reserved.
• Grey: IN MAINTENANCE. Charging is not available as the charging station is under maintenance.

By clicking on the charging station, you can view more details about the station and check the operator who manages it.

ATTENTION: Some charging stations may have access restrictions. These are indicated with a special tag in the detail of the station, it is important to always check access restrictions if any.

How can I filter incompatible charging stations based on my selected vehicle?

Go to the "Filters" section of the map, select the vehicle for which you want to filter the stations and click on "Save". The stations in the map will be filtered according to the plug of the selected vehicle.

How do I reach the charging station?

In the preview or in the detail tab of the charging station, you can see the way to reach it and activate the navigator installed on your phone.

Is it possible to reserve a plug?

Yes, it is, if your tariff plan includes this service and the charging station is compatible with the reservation. From the App, you can reserve a plug on a specific charging station by clicking in the details of the station the relative button next to "Start charging". Once activated, the reservation will remain active for 15 minutes, during which the plug will be reserved for you and will be occupied for other users. You can cancel your reservation at any time by clicking on "Cancel". At the end of the 15 minutes, the plug will become available again. Once you get the charger, you can start the session by pressing the "Start Charging" button. This will activate the process to interrupting the reservation’s countdown. You can request the same plug up to 3 consecutives reservations, then the reservation service will be disabled for 20 minutes.

How do I start charging?

To start charging, when you are near the station, select its PIN on the map and press the "Start charging" button. Or click directly on the "Scan" icon on the map and scan the QR code on station’s display.
Alternatively, use the physical or digital card and tap it to the station reader.
We remind you that the digital card is currently only available for Android devices and to start charging you need to turn on NFC on your smartphone.
The plug will unlock, and you will have 90 seconds to connect your vehicle. After that, the session will start.

How do I stop the charging session?

During the charging session, you will still be able to use App. Press the green bar displayed on top to go back at the ongoing charging session. To stop the charging session, press the "Stop charging" button from the App or, place again your card on the charging station reader, if you used it to activate the process. Once the charging session stops, the plug will be unlocked and you will be able to remove the cable. You can stop the charging session even if the battery charge is not 100% completed.

Remember: Always remove the cable from the station first, then from your vehicle. If you remove the cable from the vehicle before you unplug it from the station, the charging session will end, but the cable may remain stuck in the plug, in this case you need operator assistance to unlock the plug and recover the cable.

How do I know how much I’ve spent for a public charging session?

For Pay per Use plan, you will receive an invoice at the end of each charge. You will also receive an invoice at the end of each session indicating the possible charge for occupancy of the plug. Access the "My Invoices" section, that you will find in the "Wallet" submenu within your "Account".
If you need to know details on the availability of the kWh included in your plan, you can access the "Promo or corporate codes" section.

How long does it take to charge the car?

The charging duration depends on several factors such as the car battery, the charger power, the number of vehicles simultaneously charging at the same station. To know more details about charging duration, check your car user’s manual or ask the manufacturer.

When and how the penalty for unproper occupation of the plug will applies?

From the end of the charging session (charging stopped from the App or battery reached 100%) you will have 60 minutes to unplug and move your car, after which you will be charged an amount for unproper occupation of the plug. This amount will be charged to you until the moment in which you unplug the cable and in the following timeslots, differentiated according to the type of plug:

• for AC plugs (Type 2 and Type3a), with maximum power up to 22 kW, from Monday to Sunday, including holidays, from 7:00 to 23:00;
• for AC plugs (Type 2 and Type3a), with maximum power up to 43 kW, from Monday to Sunday, including holidays, from 00:00 to 24:00;
• for DC plugs (CHAdeMO and CCS Combo 2), with maximum power up to 50 kW, from Monday to Sunday, including holidays, from 00:00 to 24:00;
• for HPC Stations (CHAdeMO and CCS Combo 2), with maximum power up to 350 kW, from Monday to Sunday, including holidays, from 00:00 to 24:00.00.

The corresponding amount is indicated in the details of each charging station.
The start time of the charging session can be checked in real time on the App in the specific page and, at the end of the charging session, is also available in the "Charging history" section.

The charging station works and the plug I want to use is free, but I cannot start charging. What can I do?

We recommend that you do the following checks:

• Check that the charging station is up and running
• Check that the plug you want to use is free and compatible with the plug of your vehicle
• Check that you have downloaded the latest version of the Enel X Way app
• Verify that your account is active (remember that in case of non-payment the account is deactivated)
• Check that your smartphone's data connection and/or Internet connection is active.

If you still cannot start charging, you can enter your request for assistance directly from the detail screen of the charging station, write to the dedicated e-mail box [e-mail] or call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the station's detail.

I’ve started charging but I can’t stop it. What can I do?

We recommend that you do the following checks:

• Check that the charging station is up and running
• Check that the plug you want to use is free and compatible with the plug of your vehicle
• Check that you have downloaded the latest version of the Enel X Way app
• Verify that your account is active (remember that in case of non-payment the account is deactivated)
• Check that your smartphone's data connection and/or Internet connection is active.

If you still cannot stop charging, you can enter your request for assistance directly from the detail screen of the charging station, write to the dedicated e-mail box [e-mail] or call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the charging session screen or in the station's detail.

I’ve started the charging session, but the plug is not working. What can I do?

In case of malfunction, first check if you can find the operator toll-free number on the charging station itself. If not, call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the charging session screen or in the station's detail.

What do I do if there is a car occupying a charging station, even in the App flags it as available?

Users who have completed their charge must clear the area in order to make way for others. Enel X Way is not responsible for any obstructions. If a car is blocking your access, we suggest you report this to the relevant authorities.

What should I do if the cable gets stuck after charging?

If the cable remains stucked at the end of charging, you can try to disconnect the cable from the car for both types of stations. If the problem persists, request assistance by calling the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the station's detail.

How do I find out about new activations near my home?

To set up the radar and then receive a notification when a new charging station is installed nearby, the path you need to follow is as follows:

1. Access the notifications section
2. Click on the icon at the top right of the notification settings;
3. In the "Other" section enable the reception of "Charging station radar" notifications and then access the relevant settings and indicate:
   • the initial position of the radar
   • set its radius (min 2 kms – max 30 kms).

How do I link my home charging station to Enel X Way app?

Make sure that your Enel X Way home charging station is compatible with the service and proceed to configuration by clicking on the "Home" section on the navigation bar. You can then follow the configuration process and enter the information required. Some models cannot be processed by the service, you can check if your model is compatible directly from the App using your charging station serial number. At the end of configuration, the information relating to the charging point will be displayed on the App (maximum power supplied, charging station status, domestic charging sessions completed). You can associate more than one home charging station to the App.
It can be associated only if the station has network connectivity.

How do I display and manage my home charging stations to Enel X Way app?

You can access the detail page of your home charging station by clicking "Home" on the navigation bar. To access the settings, click on the icon on the right-hand side of the station detail screen.

What is the Connect & Charge mode?

Connect & Charge mode is suggested when the Waybox is installed in a private area.
This mode does not require any authentication to start or stop charging. In this mode, the "Delay" feature is not available.

How do I start and end a charging session in Connect & Charge mode?

To start a charging session, simply connect your vehicle to the Waybox:

• Cable version: Connect the Waybox cable to your vehicle.
• Socket version: Connect the charging cable to the Waybox socket and then to your vehicle.

Charging starts automatically, use the App to monitor its details.
To stop charging, disconnect your vehicle from the Waybox.

What is the Unlock to Charge mode?

Unlock to Charge mode is suggested when the Waybox is installed in areas with public access or if you want to use the delay feature for your charging sessions. In this mode, the Waybox charges only after recognizing an authorized user.

How do I start and end a charging session in Unlock to Charge mode?

The charging sessions can be started and stopped using an authorized account on the App or an RFID card associated to the Enel X Way account.
To start a session, click on the "Home" icon that you can find on the navigation bar and access the Waybox detail screen, then click on the "Start Charging" button.
Connect your vehicle within 90 seconds:

• Cable version: Connect the Waybox cable to your vehicle.
• Socket version: Connect the charging cable to the Waybox socket and to your vehicle.

Charging starts automatically, use the app to monitor its details. To stop charging click on "Stop charging". Alternatively, you can use the RFID card to start and stop charging your Waybox.

Can I pause or resume home charging?

In both Connect & Charge mode and Unlock to Charge mode, you can pause charging by clicking on the "Pause" button. If you change your mind, you can always restart it by clicking on the "Resume" button.

Can I schedule home charging?

You can schedule a delayed home charging session either for a specific session or for a recurrent charging session. To use delayed starting mode, go to the Box detail page and then click on "Delay". In this section, you can set the remaining period to the start and the duration of the charging session. Once the car is plugged-in, the charging session will start according to the scheduled time.
To set recurring charging sessions during workdays and/or weekends, go to charging station settings and select "Schedule charging" or directly from charging station page. Schedule your charging session and save. From that moment- when car is plugged-in - the charging session will start according to the scheduled time. It will always be possible to change settings - even if the vehicle is plugged-in - using "Resume" mode. In case you registered more than one charging station on the App, you might configure both.
Delayed start and scheduled start cannot be used simultaneously.
Some charging stations might not allow these features.

How do I change the home charging mode?

You can change the home charging mode and choose between Connect & Charge or Unlock to Charge mode by accessing the "Configuration" section in the settings of your Waybox. Once you have selected the mode, click on "Save". You will see the station blinking blue LED.

How can I associate my RFID card to the home charger?

The RFID cards associated to your account can be used on your home charger without further steps. If you have not yet associated your card, go to the "Enel X Way Card" section in "My Account" and follow the configuration steps. Digital cards cannot be used on home charging stations.

I want to allow another user to register my home charger to its account. How can I do it?

You can share your home charger with other users through a PIN code available in the "Sharing" section within the Box settings. The code is updated every time you log in. The second Enel X Way account can start the Box configuration process and enter the shared PIN.

How do I set the default charging power of my Waybox?

You can change the default charging power by accessing the "Configuration" section in the settings of your Waybox, after setting the desired power, click on "Save".
Attention: If you increase the default charging power, you may cause an electrical overload.

What can I do in case of malfunction of the home charger?

In case of malfunction, you can open a report directly on the detail page of the station itself or within the "Report an issue" section. Fill out the form indicating the problem and send the report. One of our operators will take care of your request.

Why does my Waybox shows a purple LED?

The purple color indicates that your Waybox is "offline" or not associated to an Enel X Way account. In this mode, you can't take advantage of the advanced charging features and app control.
Verify to have connected the Waybox to your account through the Enel X Way app and that the configuration procedure has been closed successfully. If you have a Waybox Cellular, we suggest you to reboot it by disconnecting the main electrical panel and refueling the system after a minute. If the problem persists, call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the Box detail. With the Waybox, you can charge your vehicle even without the connection. In fact, in "Connect & Charge" mode, you can simply connect the cable to your vehicle and the charging session will start.

Why does my Waybox shows a red LED?

The flashing red color indicates an "error" state. By unplugging the cable or disconnecting the vehicle (for cable version), the Waybox should return to the "ready for charging" and "connected" status identified by the white color of the LED.
If this is not the case, we suggest you reboot the Waybox by disconnecting the main electrical panel and refueling the system after a minute. If the problem persists, call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the Box detail.
The red color can also appear as a fixed light for a short time (about 3 seconds) to indicate that the RFID card used is not authorized to enable charging.

Why does my Waybox shows a flashing yellow LED?

The flashing yellow color indicates a "standby" state. The standby status can be generated by both the Waybox and the vehicle.
Some of the most common cases in which the vehicle can cause the Waybox to switch to a standby state are:

• battery’s full
• too high detection of the internal temperature of the battery
• charging interrupted on the vehicle side for example via the remote control.

Some of the most common cases in which the Waybox autonomously switches to a standby state are:

• imposition of a charging profile through advanced smart charging or scheduled charging features
• detection of the current available for charging less than 6A through the functionality of Load Optimization Pro. In this case, if you have a Waybox Pro and a Waymeter, charging does not start because the Waybox realizes that it does not have enough power available to start charging. By disconnecting some appliances, the charging session could start.

If the problem persists, call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the Box detail.

Why does my electricity meter goes off when I charge my car?

In the installations not including Waybox Pro + Waymeter solution, you must always take into account the maximum available power of your connection. In this case, you may have turned on too many appliances at once.
We advise you to limit the power delivered by your Waybox through the "Configuration" option that you can select by accessing directly on your Box screen. From here, you can use the slider to reduce the maximum power that can be delivered to avoid triggering your meter. Remember that some vehicles need a minimum power to charge (about 1.4 kW or 6A). Reducing the power beyond this threshold will cause a "Standby" state in your Waybox signaled by a flashing yellow LED.
If the problem persists, contact us on the Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the Box detail.

Why is my Waybox not delivering power?

If your Waybox has a flashing yellow LED, check if you have changed the configuration of your Waybox from "Connect & Charge" to "Unlock to Charge" mode. In this case, to start charging, you will need to send the command from the App or use an RFID card associated to your account. You can change the request for authorization to start charging from the "Configuration" section in the settings on the Box detail page.
If the problem persists, call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the Box detail.

Why my Waybox doesn’t charge at nominal power?

The power shown on the Waybox datasheet is the maximum nominal power that can be delivered. The nominal power can be limited simultaneously by several factors:

1. App restrictions. You may have entered a limitation on the power that can be delivered through Enel X Way app, change it within the "Configuration" section in the Box settings.
2. The converter on your vehicle. The Waybox provides alternating current (AC) but your vehicle’s batteries charge in direct current (DC). An AC/DC converter is always present on board the vehicle and its nominal power can affect the maximum charging power. If you have a Waybox connected on a network that can provide 7 kW, but your vehicle’s converter is limited to 6 kW, you won’t be able to charge beyond 6 kW. You can find the converter info inside your car’s manual.
3. Load Optimization PRO functionality active. If you own a Waybox Pro + Waymeter solution, the power delivered by the Waybox dynamically adapts according to the appliances that are turned on and automatically reduces to prevent your meter to goes off.
4. The availability of your connection. A 7 kW Waybox connected over a 3.6 kW network will not be able to deliver beyond 3.6 kW.
5. Type of network. A Waybox for three-phase network is able to guarantee 22 kW only if connected to a three-phase network that guarantees 32A. The same Waybox connected on a single-phase 32A network, will not be able to deliver more than 7 kW.
6. Improper cable. If you have a three-phase Waybox plug version that can charge up to 22 kW, make sure that the cable you are using is three-phase otherwise you will not be able to charge beyond 7 kW.

If the problem persists, call the dedicated Enel X Way toll-free number that you can find by clicking on the icon "Assistance" in the Box detail.

What is the Waymeter?

The Waymeter is a device that can communicate with Waybox Pro by providing to this one information on the contractual power of your system and the power used by other appliances turned on. With these two pieces of information, Waybox is able to modify in real time the power delivered to the vehicle, reducing and increasing it in such a way as to prevent your meter to goes off.
Waymeter is installed directly into your electrical panel during the solution installation process.

Where can I find my charging history?

To view the history of the charging sessions you have done, you can access the "Charging History" section from the navigation bar. Within the "Home" section, you can view the history of charges done through the Wayboxes connected to your account. While within the "Public" section, you can view the history of charges done through public charging stations. In both sections, you can view the details of each charge and filter them accordingly to your needs.

In case of problems who can I contact? To whom can I report any problems?

You can ask for assistance directly through the dedicated form in the section "Report an issue" on your smartphone or on the website enelxway.com otherwise you can contact us through the dedicated e-mail [e-mail] giving details of the problem and your personal info.

How can I plan and start a trip?

To plan a trip, follow these steps:

• Access "Trips" section on the map and click on "Add trip" or, within the preview of a charging station, click on the navigation icon that lets you get directions to the station, then on "Calculate trip".
• Enter the route you want to take (departure, intermediate stops, destination), vehicle and other required parameters, then click on "Calculate trip". Now your itinerary is ready.

*In the trip preview, you can view all planned stops and the route on the map with charging stations highlighted with a rectangular pin. You can also change your trip preferences or save the trip.

• To start a planned trip, click on "Start trip" within the preview.

You can use your phone's navigator to reach the charging stations by clicking on the navigation icon. Once you arrive at the station, click on "Start charging" to begin charging.
When you arrive at your destination, click on "Exit trip" to end the trip.

Can I plan a trip without setting up a vehicle first?

You cannot proceed with trip planning without having configured an EV, as the route is calculated based on the range of your EV model. If you haven't already, set one up before proceeding with creating your itinerary. But be aware that not all vehicles are supported by the trip planning. You can find the list of supported vehicles here https://www.store.enelxway.com/it/it/pages-app/supported_vehicles.html.

What happens if I do not charge at the stations/plugs suggested by the trip planning?

If you do not charge at the stations suggested by the trip planning, the App will not be able to track your location, and you will have to recalculate your trip by clicking on "Recalculate".

 Can I save my itinerary and view and/or edit it later?

In the preview and at the end of each trip, you have the opportunity to name it and save it.
You can find your saved trips in the "Trips" section which you can access from the map. Once saved, by clicking on the pencil icon present in the box of each trip, you can rename it, duplicate it, or delete it.

Can I save an itinerary and start it later?

If you want to create a trip and start it later, just save it and then click on it from the "Trips" section to start it.

How can I leave feedback on the trip and give suggestions for improvement?

At the end of each trip, you will be given the opportunity to leave feedback in order to provide us with ideas for improvement. If you have saved your trip in the "Trips" section, you can re-evaluate your itinerary or leave feedback if you have not already done so.