What’s Enel X Way app?
Enel X Way is a mobile application that allows you to manage electric vehicle charging wherever you are. At home - with your JuiceBox - as well as in the city, on urban and main roads and at various strategic locations (supermarkets, parking lots and shopping centers). The App works on all iOS and Android smartphones. At home, use Enel X Way App to configure your JuiceBox 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. Start charging directly from the App or through the RFID card.
Who can use the service?
All private customers over the age of 16 and sole proprietorships or large companies can access the service.
How can I register?
Registration from the App is free. Download Enel X Way app 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 App 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.
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 the assistance by calling the toll-free number: +1 844-584-2329.
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, we invite you to 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 the assistance by calling the toll-free number: +1 844-584-2329.
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 "My 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 business 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 EV used for working, select the business account.
Where can I find my personal data?
You can access your data from the navigation bar, selecting "My Account" and clicking on "My Data".
How can I change my personal data?
To change your personal data, you can contact the assistance by calling the toll-free number: +1 844-584-2329.
Where can I activate and manage notifications?
You can view all your notifications inside the "Notifications" section at the top right of the "My Account" section. Within this section you can access the settings and manage their statuses.
How can I buy and use the physical RFID card?
You can buy one or more RFID cards via the App by following these simple steps:
- Access from the main menu to "My account" section
- Select "Enel X Way Card", then "Order a new RFID card"
- After filling in the data and indicating the address at which you wish to receive your card, select the payment method already registered in the Wallet or add a new one to make the purchase
- 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. Not all charging stations are compatible with this service. Charging sessions will be charged according to the fee and the payment method selected on the app. With the same RFID card, you can also authorize home charging on your JuiceBox.
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 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 the fee and the payment method selected on the app.
For the activation:
- Access from the navigation bar the "My account" section
- Select "Enel X Way Card" then click on "Set up your digital card".
Not all charging stations are compatible with this service. With the same card you can also authorize home charging on your JuiceBox.
I lost my RFID card, what should I do?
If you have lost your RFID card, please ask for assistance by calling the toll-free number: +1 844-584-2329.
How can I add my vehicle to my account and what is it used for?
To register one or more car models on your account access "My Account" section on the navigation bar or click directly on the vehicle icon on the map.
You can choose between suggested vehicles on the App or to insert one manually. Some technical information will be shown for each vehicle such as charging power, battery size, range, with the aim of offering more details during the charging session. This information can always be changed from "My garage" section under "My account". For each public and private charging sessions, it will be possible to select the vehicle to charge. In addition to the energy delivered (kWh), charging time and power, the following information will then be shown:
- energy delivered (kWh)
- time of the charging session
- power supplied (kW)
- added range in km/miles
- % of charging added.
These values are to be considered purely indicative as they are potentially subject to variables and characteristics of the vehicle not included in the formulas showed above. You can also 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 your active fee.
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?
Cost of Public Charging, where available, varies per charging point and is displayed within the App, on the detail page of the charging point itself. The payments can be made via credit card, prepaid card or PayPal. Invoices will be sent to you at the end of each charging session. Any charges for failure to free the plug at the end of charging are included.
Where can I view my payment invoices?
From the navigation bar go to the "My Account" section, then select "My Invoices" within the Wallet. You will be able to view and filter all invoices registered for 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 view the stations in a list mode and refine your search through the available filters.
Why can’t I find all the charging stations in the Enel X Way 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 up to 22 kW
- Lightning bolt indicator and two dashes: indicates DC charging stations up to 100 kW
- Lightning bolt indicator and three dashes: indicates DC charging stations over 100 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 sockets 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 socket of the selected vehicle.
How do I reach the charging station?
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?
No, at this point it is not possible to reserve a plug in the United States. This section will be updated with instructions once this feature is available.
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 RFID 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 socket 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. If you are using a DC charger, once the charging session stops, the plug will be unlocked and you will be able to disconnect it from your EV. You can stop the charging session any time even if the battery is not 100% charged.
If you are using an AC charger you can stop the session by disconnecting the cable from your car, unless your car has a proprietary cable locking mechanism. If that mechanism is in place, you can end the session from your car or from the app, and then, unplug the cable.
If you are charging a Tesla with an AC charger, please remember that you need to first unlock the car before removing the adapter, and that the J1772-Tesla adapter must be removed together with the cable to preserve the integrity of both the adapter and the charging cable.
Please remember that you'll need to be near the charging station to stop the charging session.
How do I know how much I’ve spent for a public charging session?
At the end of each charging session, you will receive an invoice. If you have occupied the station improperly, it will be mentioned on your invoice at the end of the session.
There is also a section in the app with a record of all your previous charging sessions and the corresponding invoices. Access "My Invoices" section under "My account".
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, please check your car user’s manual or ask the manufacturer.
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 socket you want to use is free and compatible with the socket 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 can't start charging, please call the toll-free number: +1 844-584-2329.
I’ve started the charging session, but the plug is not working. What can I do?
In case the case of malfunction, first check if you can find the operator toll-free number on the charging station itself. Otherwise, call Enel's toll free number: +1 844-584-2329.
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 socket you want to use is free and compatible with the socket 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 can't stop the charging session, please call the toll-free number: +1 844-584-2329.
What do I do if there is a car occupying a charging station, even in the Enel X Way 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, please request assistance by calling the toll-free number +1 844-584-2329 or by tapping the appropriate assistance icon on the screen of the ongoing session or in the charging station detail page.
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:
- Access the notifications section
- Click on the icon at the top right of the notification settings;
- 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 the Enel X Way app?
Make sure you that your home charging station is compatible with the service and proceed to configuration 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 the 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 JuiceBox 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 JuiceBox:
- Cable version: Connect the JuiceBox cable to your vehicle.
- Socket version: Connect the charging cable to the JuiceBox socket and then to your vehicle.
Charging starts automatically, use the App to monitor its details.
To stop charging, disconnect your vehicle from the JuiceBox.
What is the Unlock to Charge mode?
Unlock to Charge mode is suggested when the JuiceBox is installed in areas with public access or if you want to use the delay feature for your charging sessions. In this mode, the JuiceBox 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 account.
To start a session, click on the "Home" icon that you can find on the navigation bar and access the JuiceBox detail screen, then click on the "Start Charging" button.
Connect your vehicle within 90 seconds:
- Cable version: Connect the JuiceBox cable to your vehicle.
- Socket version: Connect the charging cable to the JuiceBox 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 JuiceBox.
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 JuiceBox. 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 RIFD 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 account can start the Box configuration process and enter the shared PIN.
How do I set the default charging power of my JuiceBox?
You can change the default charging power by accessing the "Configuration" section in the settings of your JuiceBox, 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. Or contact the dedicated toll-free number +1 844-584-2329.
Why does my JuiceBox shows a purple LED?
The purple color indicates that your JuiceBox is "offline" or not associated to a 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 JuiceBox to your account through the Enel X Way app and that the configuration procedure has been closed successfully. If you have a JuiceBox Cellular we suggest you to reboot it by disconnecting the main electrical panel and refueling the system after a minute. If the problem persists, please contact us on +1 844-584-2329. With the JuiceBox 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 JuiceBox shows a red LED?
The flashing red color indicates an "error" state. By unplugging the cable or disconnecting the vehicle (for cable version), the JuiceBox 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 JuiceBox by disconnecting the main electrical panel and refueling the system after a minute. If the problem persists, please contact us on +1 844-584-2329.
The red color can also appears 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 JuiceBox shows a flashing yellow LED?
The flashing yellow color indicates a "standby" state. The standby status can be generated by both the JuiceBox and the vehicle.
Some of the most common cases in which the vehicle can cause the JuiceBox 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 JuiceBox 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 JuiceBox Pro and a JuiceMeter, charging does not start because the JuiceBox 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, please contact us on +1 844-584-2329.
Why does my electricity meter goes off when I charge my car?
In the installations not including JuiceBox Pro + JuiceMeter 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 JuiceBox 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 1.4kW or 6A). Reducing the power beyond this threshold will cause a "Standby" state in your JuiceBox signaled by a flashing yellow LED.
If the problem persists you can contact us on +1 844-584-2329.
Why is my JuiceBox not delivering power?
If your JuiceBox has a flashing yellow LED, check if you have changed the configuration of your JuiceBox 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 you can contact us on +1 844-584-2329.
Why my JuiceBox doesn’t charge at nominal power?
The power shown on the JuiceBox datasheet is the maximum nominal power that can be delivered. The nominal power can be limited simultaneously by several factors:
- 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.
- The converter on your vehicle. The JuiceBox 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 affects the maximum charging power. If you have a JuiceBox 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.
- Load Optimization Pro functionality active. If you own a JuiceBox Pro + JuiceMeter solution, the power delivered by the JuiceBox dynamically adapts according to the appliances that are turned on and automatically reduces to prevent your meter to goes off.
- The availability of your connection. A 7 kW JuiceBox connected over a 3.6 kW network will not be able to deliver beyond 3.6 kW.
- Type of network. A JuiceBox for three-phase network is able to guarantee 22 kW only if connected to a three-phase network that guarantees 32A. The same JuiceBox connected on a single-phase 32A network, will not be able to deliver more than 7 kW.
- Improper cable. If you have a three-phase JuiceBox socket 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 you can contact us on +1 844-584-2329.
What is the JuiceMeter?
The JuiceMeter is a device that can communicate with JuiceBox 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, JuiceBox 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.
JuiceMeter 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 JuiceBoxes 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.
For issues and problems, whom can I contact? To whom can I report any problems?
You can request assistance by calling the toll-free number +1 844-584-2329 or by selecting the assistance icon on the current session (charging) screen, or in the column's detail sheet. For any clarifications, directly communicate using the dedicated form in the "Report an issue" section in your app, or on evcharging.enelx.com. Otherwise, you can send an e-mail to enelxway.support@enel.com with a description of the problem and your identity info.