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Moving house, renewable energy, bills, procedures, mobility, premiums: you have many questions. In order to save you a lot of time, you will find all the answers to your questions here.
No. Your home system and the smart charging management features are two independent systems. Each requires exclusive access to your vehicle’s controls to function properly. To ensure the proper functioning of the MyEnovos service, please make sure that no other app or third-party system has access to your vehicle’s controls.
Set up your Smart Charging preferences by following these steps:
1. In the “My Equipment” menu, select the vehicle you want to configure.
2. Enable the feature by checking the “Smart Charging” box, and set the minimum battery charge level, as well as the time by which the vehicle should be charged.
3. Select “Save Smart Charging Configuration” and enjoy the feature the next time your vehicle is plugged in.
Note: Your vehicle must be unplugged for the new configuration to be applied.
This feature is only available on your customer portal my.enovos.lu.
There are two ways to activate a SEPA direct debit: – From the “Overview” section, click on “Activate the SEPA direct debit” in the “Useful links” box, then enter your bank details. – Go to the “Invoices and payments” section, then in the “Payment parameters” box click on “Activate” under “SEPA direct debit”, then enter your bank details.
Make sure that:
– Your delivery point (e.g., your home) is subscribed to the naturstroum drive tariff,
– You have registered your electric car in your manufacturer’s app,
– Your car is compatible with and available in your manufacturer’s app,
– The MyEnovos app is up to date,
– You have given your consent for MyEnovos to process your data.
If the problem persists, please contact the Serviceline.
I am connecting from a professional network or from a public WiFi: It is possible that the administrator of the network has blocked access to the requested page. If this is the case, try again from a private network. –> I am connecting with a personal device from a private network: Please get in touch with the contact mentioned on your invoice.
Before starting a charge, make sure your car is properly plugged in and that no other third party (such as the manufacturer’s app or a smart charger) has access to your vehicle’s charging control in parallel with MyEnovos.
Also check if there are any settings on the charging station or on the electric vehicle that could interfere with the charging process. The most common issues are: a locked charging station (not in “Plug and Charge” mode), or a poor connection between the charger and the car.
We also recommend checking that the following conditions are met:
– Your delivery point (e.g., your home) is subscribed to the naturstroum drive tariff,
– Your car is plugged into your delivery point (e.g., home),
– You have registered your electric car in your manufacturer’s app,
– Your car is compatible with and available in your manufacturer’s app,
– The MyEnovos app is up to date,
– You have given your consent for MyEnovos to process your data,
– You have registered your vehicle in the MyEnovos app.
If the problem persists, please contact the Serviceline.
Please check the “Junk/Spam” folder in your email inbox. It is possible that you don’t have an account associated with this email address. In that case, visit the page. If the problem remains, get in touch with the contact mentioned on your invoice.
Check that the e-mail address you have entered is correct, and check your “Junk” (or “SPAM” or “JUNK”) mailbox. The e-mail may take a few minutes to arrive. If you haven’t received anything, get in touch with the contact mentioned on your invoice.
Information on your consumption and production is communicated to us through your smart meter, which allows us to remotely read the data. Your consumption or production is visible the very next day with precise data every hour for electricity and gas.
To do this, your smart meter must be active. If despite this, your consumption or production is not displayed, it may be that we have not yet received the actual data. We invite you to consult them in the next few days. If the problem remains after a few days, please get in touch with the contact indicated on your invoice.
To log in to your mobile app, you must first have created an account. To do so, click If you are unable to log in to your account, it may be due to an incorrect username. Your username corresponds to the email address you used to create your account.
This could also result from an incorrect password. If you have forgotten your password, click on “forgot password.” You will then receive an email containing a link to reset your password.
Please check if the information entered for the account creation matches the information on your invoice (customer number, contract number, device number). If the problem remains, please get in touch with the contact mentioned on your invoice.
The mobile application is primarily tailored to serve the requirements of residential customers. Consequently, certain functions, including access to all contracts, may be restricted for professional customers.
Professional customers have the option to access all of their contracts directly through the customer portal . While it is possible to add a professional contract through the mobile app, please note that these contracts will not be visible within the app. Professional contracts must be managed through the customer portal.
We are continuously refining our services to ensure an optimal user experience for our customers. If you have specific inquiries or require access to additional contracts, please contact our customer support team for further assistance.
Only charges carried out at your home are displayed in the charging history. It may take some time before a charge appears. If no charging history is shown after 24 hours, please ensure that:
– Your MyEnovos app and your manufacturer’s app are up to date,
– You have already completed at least one charging session for your vehicle at home.
If the problem persists, please contact the Serviceline.
The data displayed in the “Charging History” section of the MyEnovos app are estimates. They are calculated based on the information provided by your vehicle and the naturstroum drive electricity tariff. These values therefore do not reflect your actual consumption as measured by your electricity meter.
Please note: the amounts shown do not include taxes or network fees.
The smart charging management features work in conjunction with the naturstroum drive tariff. For example, the smart home charging schedules your electric vehicle’s charging based on the favorable time slots of the naturstroum drive tariff. It is therefore essential that users are subscribed to this tariff to ensure the proper functioning of the MyEnovos service.
If you have activated the smart charging feature in the MyEnovos app, the vehicle’s charging will automatically pause while waiting for a favorable tariff. Once all conditions are met, charging will resume automatically.
If the vehicle has not charged at all during the night, please check your charger/cable or your car’s settings.
Yes, smart charging is compliant with manufacturer guidelines, and optimizes your charging without compromising battery health.
When you register your vehicle in the MyEnovos app, it is linked to a home address with a naturstroum drive contract. If you plug in your vehicle more than 200 meters away from this charging location, the smart charging feature will not be applied. Your vehicle will follow the standard charging process instead.
Yes, the automatic scheduling can be overridden using the “charge now” function available on the vehicle’s screen.
Additionally, the “minimum charge limit” option allows you to set a minimum charge level to be reached automatically as soon as the vehicle is plugged in, regardless of the electricity price.
You can also deactivate the smart charging feature at any time from the app.
Yes, you can continue using your manufacturer’s app. However, to ensure the proper functioning of the features offered by MyEnovos (such as smart charging or charging tracking), we recommend disabling similar features in the manufacturer’s app to avoid any conflicts.
Yes, you can connect multiple cars to a single MyEnovos account. When you link a manufacturer account, all cars associated with that account will automatically be supported. It is also possible to link several different manufacturer accounts if you own vehicles from different brands.
Please note that it is not possible to connect multiple cars of the same brand that are linked to different manufacturer accounts.
The reference power level, or P ref , is expressed in kilowatts (kW) and is a threshold defined by the grid operator, above which an exceedance fee applies. It determines the fixed portion of your network use fees and is automatically assigned to your household based on your consumption over the past 12 months.
It is recalculated monthly to ensure the most optimal and advantageous reference power level for you. Most households will be assigned a 3 kW reference power category, suitable for standard use. An exceedance fee is applied to the energy volume in kilowatt-hours (kWh) exceeding the reference power level, encouraging the limitation of simultaneous use of energy-intensive electrical devices and distributing and extending consumption over time.
You can also request to modify your reference power level by directly contacting your grid operator. Your reference power level will be displayed on your electricity bills starting in 2025 (for both “Pay as you go” monthly bills and annual statements) and accessible via the “Contract Data” section in the MyEnovos app or your customer portal ( https://my.enovos.lu ) from January 1, 2025.
Only the information strictly necessary for the operation of the services you use (such as smart charging or consumption tracking) is shared with MyEnovos. Required information includes:
– Vehicle data (vehicle brand, battery status, maximum charging capacity, etc.),
– Vehicle location data (to ensure you are at your registered delivery point),
– Control over your vehicle’s charging process.
This data is processed securely, in accordance with the General Data Protection Regulation (GDPR). For more information, please consult our privacy policy.
Since January 1, 2025, the grid operator will assign a reference power category based on your consumption. The majority of customers will be assigned a basic reference power level of 3 kW, the lowest level, used to calculate the fixed fee.
Some customers may require higher power, for example, to power a charging station, heat pump, sauna, or swimming pool. In such cases, a higher reference power level will be assigned, with a correspondingly higher fixed monthly cost.
Based on this reference power level, you will be charged for the consumed volume (in €/kWh) and for exceeding the reference power level. Consumption beyond your reference power level will be billed at a higher rate.
Discover different use cases with detailed cost information for network usage before and after the tariff structure change on https://grid.enovos.lu .
Smart charging is a feature that automatically optimizes the charging of your electric vehicle based on the advantageous periods of your naturstroum drive tariff. This optimization service is based on your charging preferences and ensures that your car will be ready when you need it.
Please note that the optimization only applies to the energy consumed, not to fixed network-related costs such as taxes and energy transport fees.
To activate the smart home charging features, make sure that:
– Your delivery point (e.g., your home) is linked to a naturstroum drive supply contract,
– Your car is plugged into your delivery point (e.g., your home),
– You have registered your electric vehicle in your manufacturer’s app,
– Your vehicle is compatible with and available in your manufacturer’s app,
– The MyEnovos app is up to date,
– You have given your consent to MyEnovos to process your data,
– You have connected your vehicle in the MyEnovos app.
It is not necessary to have a specific charger or charging station to access smart charging.
An Energy ID is a unique identifier for individuals or companies that makes energy-related transactions in Luxembourg faster and more secure. You can find more details on the legal basis here.
Leneda is the national energy data platform in Luxembourg, used to create your Energy ID. It was created in response to an initiative by the Luxembourg government to simplify and secure administrative procedures related to energy.
Leneda is legally required to inform you when a market actor (such as an energy supplier or a distribution network operator) accesses your private data. To inform you directly, Leneda must store your email address and mobile phone number.
To keep your data secure, we can only allow access to real people. This ensures that you only see the data you’re authorized to access. As a result of this verification, you’ll also receive your Energy ID, which serves as your unique identifier in the energy market. Learn more here.
Starting in spring 2025, we at Enovos, along with other market actors, will ask for your Energy ID to carry out transactions on your behalf. It is foreseen that every grid user will have an Energy ID by early 2027. Signing up on Leneda and getting your Energy ID will make energy-related processes much simpler for you and for the market actors involved.
No, creating an Energy ID will not affect your current bills or contracts. It is simply a unique identifier that simplifies the procedures related to your energy data.
Enovos does not manage the Leneda platform. For any issues related to the use of Leneda, you should contact their support directly. The contact details for their support team are available on the Leneda website at this link: Leneda – Contact
The amounts displayed do not include all the fixed monthly fees detailed on your invoice.
For Consumption contracts: The values are estimated for customers consuming less than 25,000 kWh/year and are non-contractual. Cost calculations are based on the latest available consumption and price data and may be adjusted if necessary to ensure accuracy, with any later updates applied retroactively.
For Production contracts: The amounts to receive calculations are based on the latest available production and price data, and may be adjusted if necessary to ensure accuracy, with any later updates applied retroactively.
Pay-as-you-go (PAYG) is a monthly payment method based on real consumption, where you pay each month exactly what you consumed. PAYG is an ideal payment method if you want real visibility on your costs. When you have the PAYG billing method activated, you also have access to the real costs feature in the MyEnovos customer portal and the mobile app, so you can check exactly how much your consumption costs at any time.
The fixed payment method is a billing type that is based on estimated costs, where you pay a fixed amount each billing period, and then at the end of the year, you are invoiced the difference between the estimated costs and the real costs (le décompte annuel). While some people appreciate the fixed payment method, it does not offer as much visibility on your real costs.
The energy costs are not displayed if you are on fixed payment billing method. The energy costs are based on actual consumption, while customers in fixed payment method are invoiced on a consumption estimation, which does not reflect real consumption.
To view energy costs, you must have the Pay-as-you-go billing type activated. If you change your billing method to PAYG, it will be applied starting at the next billing period.
Once PAYG is activated at the next billing period, you will be able to see your costs. You will also be able to view your consumption costs history for previous months.
When you switch from a fixed payment method (acompte/décompte) to Pay-as-you-go (PAYG), your monthly bill reflects the actual cost of your energy consumption, grid fees, taxes and fixed costs, rather than an estimated average.
Previously, under the fixed payment method, your monthly invoices were based on an estimated amount, calculated using your average consumption over the past 12 months. For many customers, this meant lower monthly payments throughout 2024, since the energy costs at that time – including grid fees and state subsidies (compensation mechanisms) – resulted in lower costs.
However, starting in 2025, changes in the grid fee structure and a reduction in compensation mechanisms have made actual energy costs higher.
So, if your fixed payments were still based on 2024 prices, you would eventually receive a regularization invoice (décompte) to settle the difference between what you paid and what you actually owed. This could result in a large payment at the end of the period.
By switching to PAYG, you’re now paying the real cost of your consumption each month — no estimations, and no surprise invoice later to make up for underpaid amounts.
So while your monthly bills may now appear higher, they reflect the true cost of your usage, and help you stay up to date with your energy spending. Another great advantage of PAYG billing is that you can now track your energy consumption not just in kWh, but also in euros – directly in the customer portal and the MyEnovos app.
This gives you a clear and transparent view of your daily, weekly, and monthly costs, helping you stay on top of your spending and make more informed choices to save energy (and money).
Want to know more? Read our detailed article here : https://www.enoblog.lu/en/day-to-day/why-is-my-electricity-bill-going-up-when-energy-prices-are-going-down/
To switch to monthly billing based on your real consumption, or Pay-as-you-go (PAYG), you can do so within the MyEnovos customer portal or mobile app.
Simply go to your Payment Settings, select Billing type and then choose Pay as you go (PAYG).
Please note that you will receive a contract adjustment invoice (Décompte annuel) to reconcile any outstanding payments.
The PAYG billing method will be applied starting from the next billing period. Once the PAYG billing method is activated, you will be able to view your energy consumption and production costs in Euros in the MyEnovos portal and mobile app.
Residential customers with PAYG can easily view their consumption costs (or production remuneration) within the customer portal and within the MyEnovos mobile app. To access this view:
On Customer Portal, within your consumption view, you can select “”View my consumption in euros”” or you can click on the left hand menu option Costs. You will be able to switch between viewing your consumption in kWh or viewing it in euros.
On MyEnovos mobile app: within your consumption details page, you have the option to view in kWh or in euros. Simply click on the Euro option to view your costs.
You can view a breakdown of your costs, according to the time period selected (hourly, daily, monthly, yearly) detailed as follow:
- Energy cost
- Grid fees
- Taxes
- Compensation mechanisms
The costs viewing feature will display all Eur/kWh billed amounts, which can help you to estimate the cost of your consumption. Please note that at this time, the displayed costs do not include amounts that are billed in Eur/month or %, so some fixed fees and discounts are not included.
The costs displayed are therefore considered to be an estimation and are not contractual. If you have any questions on your bill, our serviceline is here to help!
naturstroum drive is our green electricity offer for electric vehicle drivers, with a reduced tariff from midnight to 6AM, optimized for nighttime charging at home. With naturstroum drive you benefit from a time-based electricity tariff, with 4 rates over the day, and some variation between week and weekend rates. The tariffs vary according to the time of day, where low-demand hours will be subject to a lower price, and high-demand hours will be subject to an increased price. You can view the rates clearly in the tariff conditions sheet.
No, subscribing to the naturstroum drive offer does not put any limits on when you can charge your car. It simply provides you the option to charge your car for a reduced electricity tariff when you charge your car battery during the hours of midnight to 6AM, with an additional weekend reduced rate from 12PM to 5PM. If you choose to charge your car during another time of day, you will be invoiced for your consumption at the rate for that specific time range.
It is not necessary to have a charging station for your electric vehicle, you can also have a regular socket. The only conditions you must meet in order to subscribe to naturstroum drive is having a smarty meter and be in a low-voltage residence, with monthly paperless billing. You are not required to have any special equipment related to charging your electric vehicle – the time-based tariffs will be available for any electrical socket.
If you subscribe to naturstroum drive, your entire electricity consumption at home will be subject to the time-based rates. So you can save on your electric bill (in comparison with the base tariff) if you charge your car during the time of midnight to 6AM, but you can also save on your bill if you shift other energy consumptions to this time (running your washing machine or your dishwasher for example). Conversely, while you can benefit from the lower rates from midnight to 6AM, your entire energy consumption in your home from 5PM to midnight for example, will be subject to the higher electricity rate for this high-demand period. Please refer to the tariff conditions sheet for details on the electricity rate for each time period.
You can monitor your electricity costs by logging into your customer portal, or by using our new mobile application MyEnovos. You can read more about our new mobile application and its functions here.
No, it is not required to use the mobile application of your car manufacturer to benefit from the naturstroum drive reduced rates for charging. You can simply plug in your car to charge during the low-demand hours. However, it will be more practical and easier if you are able to use a mobile application or your car’s internal settings to schedule your charging sessions in advance.
Low-demand (off-peak) hours are time ranges where demand for energy and pressure on the electric grid are lowest. This typically happens during the nighttime, and this is why naturstroum drive has a lower electricity tariff from midnight to 6AM. High demand (on-peak) hours are time ranges when demand for energy and pressure on the electric grid is higher, for example during the hours of 5PM to midnight, when households are consuming a lot of energy. The time-based tariffs of naturstroum drive aim to incentivize electric vehicle drivers to recharge their car batteries during low-demand hours, shifting their consumption to the time period when it’s more sustainable for the network to satisfy their energy needs.
To avoid power peaks, you should plan to spread out the use of your appliances, and avoid charging and/or running appliances simultaneously where possible. If you are able to limit your charging power through your electric vehicle app or wall charging station to encourage slower charging during low demand periods, that can also help to avoid consumption peaks. You can read more about the new electricity network use tariff and tips to optimize your consumption patterns here.
Starting January 1, 2025, the method for calculating network use tariffs will change. The new tariff structure aims to address the challenges of the energy transition, particularly the increased use of electricity for mobility and heating, as well as the decentralization of production.
For more information, visit the website of your grid operator or regulator (ILR).
From January 1, 2025, the grid operator will assign a reference power category based on your consumption. The majority of customers will be assigned a basic reference power level of 3 kW, the lowest level, used to calculate the fixed fee.
Some customers may require higher power, for example, to power a charging station, heat pump, sauna, or swimming pool. In such cases, a higher reference power level will be assigned, with a correspondingly higher fixed monthly cost.
Based on this reference power level, you will be charged for the consumed volume (in €/kWh) and for exceeding the reference power level. Consumption beyond your reference power level will be billed at a higher rate.
Discover different use cases with detailed cost information for network usage before and after the tariff structure change on grid.enovos.lu.
The reference power level, or Pref, is expressed in kilowatts (kW) and is a threshold defined by the grid operator, above which an exceedance fee applies.
It determines the fixed portion of your network use fees and is automatically assigned to your household based on your consumption over the past 12 months.
It is recalculated monthly to ensure the most optimal and advantageous reference power level for you.
Most households will be assigned a 3 kW reference power, suitable for standard use.
An exceedance fee is applied to the energy volume in kilowatt-hours (kWh) exceeding the reference power level, encouraging the limitation of simultaneous use of energy-intensive electrical devices and distributing and extending consumption over time.
You can also request to modify your reference power level by directly contacting your grid operator.
Your reference power level will be displayed on your electricity bills starting in 2025 (for both “Pay as you go” monthly bills and annual statements) and accessible via the “Contract Data” section in the MyEnovos app or your customer portal (my.enovos.lu) from January 1, 2025.
From January 1, 2025, the new network use tariff will apply to all low-voltage households equipped with a smart and communicative meter, regardless of the energy supplier.
The concept of power is now introduced in the calculation of the new network tariff.
The network fees will now consist of the following:
- A fixed part:
- Fixed fee (in €/month): the amount depends on the reference power category assigned to you.
- A variable part:
- Volumetric fee (in €/kWh): applied to the total electricity consumption (from the network).
- Exceedance fee (in €/kWh): an additional fee for electricity drawn beyond your reference power level.
The reference power categories are indicated in the table below:
| Kilowatts (kW) |
Fixed fee (€/month) |
Volumetric fee (€/kWh) * |
Exceedance fee (€/kWh) ** |
|
|---|---|---|---|---|
| Reference power categories | 3 | 11,11 | 0,0759 | 0,1139 |
| 7 | 19,27 | 0,0759 | 0,1139 | |
| 12 | 29,46 | 0,0759 | 0,1139 | |
| 17 | 39,65 | 0,0759 | 0,1139 | |
| 27 | 60,03 | 0,0759 | 0,1139 | |
| 43 | 92,64 | 0,0759 | 0,1139 | |
| 70 | 147,66 | 0,0759 | 0,1139 | |
| 100 | 208,80 | 0,0759 | 0,1139 |
For more information, visit the website of your grid operator.
To reduce the impact on your bill, it is recommended to limit simultaneous use of energy-intensive electrical devices. Here are some daily tips:
- Reduce simultaneous use of energy-intensive devices: Plan their usage (oven, dishwasher, washing machine) by spreading them throughout the day.
- Use off-peak hours: Operate appliances (washing machine, dryer, dishwasher) during your “off-peak hours” (periods when electricity demand is lower). Timers can help automate their operation during these periods.
- Optimize electric vehicle charging: Reduce charging power and spread it over time to limit consumption peaks in your household.
- Eliminate unnecessary standby devices: Unplug devices not in use.
- Regularly monitor your consumption: Use the MyEnovos mobile app or customer portal (my.leoenergy) to better understand and adjust your usage.
You can also use the simulator available on my.creos.net (you’ll need an account, which can be created in a few steps) to evaluate the impacts based on your consumption habits.
You can order your badge on the enodrive application in just a few clicks. You will be asked to order a badge when you create your enodrive account. You can also go to the ‘My account’ section, click on ‘View my badges’ and then on ‘Order a new badge’.
If you lose your badge, you can quickly deactivate it via the enodrive application to protect your account.
If you have any problems with deactivation, you can contact the enodrive service line on 8006-6008 from Luxembourg or +352 2737-6008 from abroad or fill in the contact form.
You can order several badges from the enodrive mobile application.
Charging rates for electric vehicles vary according to the different charging points.
You can check the rates for each charging point on the enodrive application. Note that depending on the charging point, the type of charge may differ (per minute, per kWh, etc.).
In the event of an error on your invoice, please contact the enodrive serviceline on 8006-6008 from Luxembourg or +352 2737-6008 from abroad.
If you forget your badge, you can start and stop your charge remotely from the enodrive application. To do this, select the terminal of your choice on the map, then press ‘Start’. Note that this feature is not available on all terminal operators.
If you have any problems with the delivery or receipt of your badges, please contact the enodrive service line on 8006-6008 from Luxembourg or +352 2737-6008 from abroad.
If you are a business customer and would like to order multiple badges, please contact us at info@enodrive.lu
If you have a problem with your badge, please contact the enodrive service line at 8006-6008 from Luxembourg or +352 2737-6008 from abroad.
You can pay your bills by bank transfer to the following account: BGLLLULL LU10 0030 0580 4694 4000. This account number is indicated at the bottom of your bills.
Your customer number is made up of a series of digits and is shown in the top right-hand corner of your enodrive invoice.
It is not currently possible for new customers to activate a SEPA mandate or pay their bills by bank transfer.
- If you are an individual: when you create your account on the enodrive application, you will need to enter a bank card number.
- If you are a professional: contact our customer service via the contact form to request payment by bank transfer.
If you need a badge urgently, you can collect it directly from one of our agents in any enoshop.
With a fixed tariff, the price of energy is constant over a defined period. This type of pricing is simple and predictable. With dynamic pricing, the price varies based on demand and market prices. This allows you to adapt your consumption to maximize use when prices are most advantageous.
A negative price means that the price per kWh is less than €0. The amount is therefore in your favor. This can happen but is still rare.
If you are an electricity producer, please be aware that, according to your contract, you may be subject to “Production fee”. This means that in the event of a negative price (in €), you will be charged for the offtake of the production injected during that period.
Yes, it is possible to make the switch to naturstroum twice in 12 months.
No, you keep your smart meter.
You can subscribe to dynamic pricing at any time. To do this, contact our serviceline, and an agent will take care of sending you your contract. The dynamic naturstroum supply will begin on the 1st of the month following the signing of your contract.
Please note: The process of changing supplier may impact the date of the first supply in dynamic naturstroum.
No, this pricing model only exists for electricity.
As a self-consumer, you have access to the dynamic rate under the same conditions as a grid-consumer customer.
By consulting the daily and hourly price variations available on your customer portal account, you can adapt your consumption by defining the best times for your major consumption (electric car charging or other), as well as the times to avoid. For further details, you can also visit the EPEX market page.
If the majority of your consumption takes place during peak consumption hours, you will experience high prices and your bill will be impacted. For this reason, dynamic naturstroum is interesting if you are equipped with programmable devices that allow you to program their operation during off-peak hours.
Diese Funktion ist nur im Kunden-Portal my.leoenergy verfügbar.
In der Registerkarte „Produktion“ Ihres my.leoenergy-Kontos haben Sie die Möglichkeit, die von Ihrem Smart Meter abgelesene Produktion und die in Rechnung gestellte Produktion zu sehen, deren Werte sich unterscheiden.
Der Reiter „Abgerechnete Produktion“ entspricht der Produktion, die in das Netz eingespeist wurde.
Der Reiter „Smarty-Produktion“ entspricht der von Ihrem Zähler erfassten Gesamtproduktion, d.h. sowohl der Strom, den Sie dank Ihrer Anlage selbst verbraucht haben, als auch der Überschuss, der ins Netz eingespeist wurde.
Beachten Sie, dass dies nur gilt, wenn Sie zwei Zähler haben, einen für die Erzeugung und einen für den Verbrauch. Wenn Sie einen einzigen Zähler haben, dann sind die Werte für die Rechnung und die Ablesung gleich.
This feature is only available on your customer portal my.leoenergy.
Once you have selected your contract, go to the “Consumption/Production” section. Select the desired start and end dates for the period, adjust the data frequency if needed (hourly, daily, …), click on “Download .csv,” and then click on “Download.”
The link we send you by e-mail when you create an account or following a “Forgot your password” request expires after 7 days. In this case, you can simply click on “Forgot your password?” to receive a new link.
For security reasons, your password must meet the following criteria:
- At least 8 characters
- At least 1 number
- At least 1 uppercase and 1 lowercase letter
- At least 1 special character (!…#?:-/)
- Not more than 2 identical characters
- Must be different from the last 3 passwords
If your password does not meet all three criteria, it will be rejected.
To download or view your invoices, go to the “Invoices” section of your mobile app, where you will find all your invoices. Simply click on the invoice you want to see, and click on the button to download it.
In case of maintenance, please try again later. If the problem remains, please contact our serviceline. In case of maintenance, please try again later. If the problem remains, please contact our serviceline.
In order to find the charging station with the right power for your vehicle, simply use the application’s filter function. You can filter by connector type as well as by power. You will thus be able to view only the terminals that interest you.
No, all you need is to have an enodrive card and a my.enodrive account. You will only pay the price of the card (12 euros) once and your monthly consumption under the tariffs in force depending on the different operators.
If you would like to order a badge, go to the enodrive application and create your account.
Unfortunately, the enodrive application does not have this function. However, thanks to the interactive map, you can easily view the kiosks available on your route or be guided to the kiosk of your choice.
The price of charging varies according to the different terminal operators. The tariffs for each charging point are indicated in the application, as are the power and connectors available.
Yes, you can start and stop your charges remotely from the application. To do this, select the chargepoint of your choice on the map, then press ‘Start’.
Note that this feature is not available on all terminal operators. You’ll find this information in the terminal description.
Yes, Enovos has surrounded itself with the best partners across Europe to enable you to get around with your electric vehicle with complete peace of mind.
Please note that not all charging points can be activated remotely via the application. To ensure maximum use of the e-Roaming network, we recommend that you are equipped with the enodrive badge.
Enodrive is compatible with almost 200,000 charge points across Europe managed by partner operators.
You can only access the ‘Remote booking’ function from the my.enodrive portal. Please note that this function is not available for all charging station operators.
You will find this information in the charging station description.
From 25 May 2018, the General Data Protection Regulation (GDPR) will apply in every country in the European Union. This text deals with protecting natural persons and concerns more particularly the processing of personal data and its free movement.
This regulation aims to give European citizens more control over their personal data, to place more responsibility on businesses and to strengthen the role of the local data protection authorities (CNPD – Commission Nationale de la Protection des Données au Luxembourg (National Commission for Data Protection in Luxembourg).
In order to meet the new requirements laid down by this European regulation, Enovos is changing its terms and conditions and setting up a whole range of procedures to safeguard the protection of the data of each of its customers, employees and partners.
Yes, all Leo customers can benefit from the Connect discount.
However, the Connect discount for electricity only applies to low voltage (BT). For gas, it is limited to category 1 meters.
In order to provide the services you signed up for, we collect the following information to ensure their functioning. The data will be used internally and may also be transmitted to third parties as part of the delivery of the service or product contracted for. In this case, Enovos will ensure compliance with the application of the GDPR by these partners.
A piece of personal data is any information relating to an identified or identifiable natural person.
Data collected:
- Personal data: Surname, first name, address, date of birth, telephone number, email, billing address, service address.
- Financial data: account number, bank name, SEPA mandate, financial information about the natural person (only for specific products).
- Information relating to supply point(s): meter number, meter location, contract with the supply network, consumption per ¼ hour or annual consumption.
- IDs: passwords and similar security information used for your authentication and access to your account.
- Information relating to your home, heating or solar panels.
As part of the payment process, the customer’s payment position is regularly tracked in order to ensure the payment of invoices over time.
We process personal data collected for delivering products bought or services contracted for. More specifically, we process it:
- as part of entering into an energy supply contract (gas and/or electricity) to carry out the delivery, billing, payment and recovery;
- in the event of the purchase of a specific product/service (e.g. enoheat, enolight, etc.);
- in the event of a change of supplier or address;
- for market development campaigns with your consent.
The data may also be transferred to official statistical or control organisations, pursuant to national or European legislation or for statistical purposes.
We pay particular attention to compliance with the principles of the General Data Protection Regulation (GDPR) by our subcontractors who may be charged with processing personal data.
This is guaranteed by a selection of criteria to respect, by contractual clauses and by monitoring compliance with these rules.
We also ensure that your data is stored in countries that observe the GDPR and that are recognised as compliant by the European Commission.
- Scan your enodrive badge on the terminal or click on ‘Start’ in the application.
- Select your connector type on the terminal screen.
- Connect your car to the terminal.
- When you have finished charging (or you want to stop charging), scan your badge on the terminal again or click on ‘Stop charging’.
- On the screen, select the ‘End of charge’ option and a breakdown of your charge will be displayed.
- You can then unplug your car.
If there is a problem with the charging station, call the operator directly on the number indicated on the station. Unfortunately, Enovos is not able to intervene in the event of a technical problem. Nevertheless, in order to guarantee the best possible service for all our users, we are grateful for any feedback that would allow us to update our application.
The enodrive badge costs 12 euros. In addition, you will be billed monthly for charging in Luxembourg and abroad. Please note: the price of charging may vary according to the different terminal operators. The price of charging is displayed in the enodrive application.
All you have to do is search in the application. The charging points are displayed with their exact location, charging rate, power and available connectors. To get there, just click on ‘route’ and choose the application on your phone (Google maps, Waze, etc.) that will guide you.
You can use your enodrive badge and application in all Western European countries, as well as in many Eastern European countries.
Yes, the enodrive solution allows you to charge your electric car anonymously at the Chargy and Chargy OK chargepoints. All you have to do is scan the QR code displayed on the charging points. You will then be redirected to service providers offering an ‘ad hoc’ anonymous solution. By opting for enodrive, you will be able to access our platform and pay for your top-up by entering your credit card details without creating an account. Your credit card will be debited at the end of the charge and the statement will be sent to you by e-mail.
Yes, when you create your enodrive account, you can opt to pay by SEPA mandate (monthly statement of charges debited from your bank account) or by credit card (monthly statement of charges debited from your bank card). You can also pay by credit card if you opt for a charging solution without an enodrive account.
“Common” residential consumption cannot be predicted – for example, lifts, lighting of corridors and cellars, which are activated at random at any time of day. This produces a higher purchase price, and thus a more expensive sales tariff.
Public lighting of byroads is the responsibility of the administration of the local commune.The lighting of the State roads system is the responsibility of the Roads and Bridges Public Lighting Service (Eclairage Public de l’Administration des Ponts et Chaussées). If you wish to report malfunctions in the public lighting system, contact the administration of the local commune, which will pass on your complaint to the proper service.
Metering and billing, which is broken down on your statement, are invoiced to you monthly for a single or dual tariff meter recording a 24h/24h electricity supply. The dual tariff meter records the daytime period (06:00 to 22:00) and the night period (22:00 to 06:00). Meters form part of the network, and their price is defined by the network manager. Metering and billing consists of the following services: monthly rental of the meter, management of meter data, annual reading of the meter by a Creos Luxembourg S.A. official and management and dispatch of bills for the network manager.
Single tariff means the price of energy remains the same throughout the day, 24 hours a day, 7 days a week.
For the dual tariff:
- a price of energy during the daytime (06:00 to 22:00) slightly higher than the single tariff,
- and a lower price at night (22:00 to 06:00) will be billed.
This tariff mainly targets users of accumulation heating, electric water heaters or any other electrical appliance which is preferably used at night.
For both the single and dual tariffs, a monthly fixed premium in € is added to the energy prices expressed in c€/kWh.
First, ensure that the outage has not been caused by a problem in your domestic wiring system, e.g., a fuse or a tripped differential circuit-breaker.
Then attempt to ascertain if the breakdown has affected several rooms. If this is the case, use the free phone number 8002-9900.
The network manager will send a unit to fix the power outage as soon as possible.
Your smart meter will anonymously communicate your consumption and electricity production data every 15 minutes to Luxmetering, at an hourly rate for gas. The algorithms we use meet the highest standards applicable to secure communication. Meter readings are recorded by your network manager multiple times per day and transferred to us on a daily basis. Your privacy is guaranteed, as the use of the data is only permitted for clearly defined purposes. The National Commission for Data Protection (CNPD) was informed about the data protection measures to be taken and about the choice of technology used as part of this national project. Apart from the data collected by Luxmetering, your network manager can also establish remote communication with your smart meter to perform software updates.
It is a system, connected and therefore communicating, which allows you to measure precisely both your energy consumption and production (if you have a photovoltaic installation for example). Thanks to this connection, your smart meter will give your grid operator the ability to monitor the level of consumption and therefore better control the flow of electricity, thus guaranteeing an operational network at all times.
Yes, in principle. The smart meter enables you to view all your energy consumptions and therefore better control them. Better management of your energy means saving energy and consequently, saving money. If you are an Leo customer, you can view your consumption and production on my.leoenergy.
In this case your payment and our reminder have coincided. In this case, look at the time of the last update shown on our reminder.
If your payment was made after this date, you can ignore the reminder.
If your bill was paid before this date, you can contact our Serviceline on the free phone number 8006-6000 from Monday to Friday 08:00 – 18:00 to clarify your situation.
Payment due dates are shown on all our bills.
The Data protection law grants certain rights to users or data subjects. These rights are:
- The right to be informed – Organisations must be completely transparent in the way they use personal data.
- The right to access – Individuals must have the right to know exactly what information is being held about them and how it is processed.
- The right to rectification – Private individuals must have the right to rectify the personal data if incorrect or incomplete.
- The right to erasure – Also known as the “right to be forgotten”, this refers an individual’s right to have his/her personal data removed without a specific reason explaining why s/he wishes to stop.
- The right to restrict processing – Refers to the right of an individual to block or delete the processing of his/her personal data.
- The right to data portability – This enables individuals to keep and reuse their personal data for their own use.
- The right to object – In certain circumstances, people have the right to object to their personal data being used. This includes the use of personal data for direct marketing purposes, scientific or historical research or for conducting a task in the public interest.
- The rights related to automated individual decision-making and profiling – the GDPR has set up safeguards to protect individuals from the risk of a potentially detrimental decision being taken without human intervention. For example, individuals may choose not to be subject to a decision which produces legal effects on them or is based on automated processing.
In order to enable a request for access to be made, we provide you with an access request template allowing your request to be processed in the best conditions.
The Data Protection Officer at Enovos can be contacted via the email address dpo@enovos.eu. The Data Protection Officer will deal with your request as soon as possible.
For complaints relating to the processing of your personal data, you can contact the Data Protection Authority:
Luxembourg
Commission Nationale pour la Protection des Données (CNPD)
1, avenue du Rock’n’Roll
L-4361Esch-sur-Alzette
Tél. : +352 2610 60 1
Fax : +352 2610 60 29
Email : info@cnpd.lu
http://www.cnpd.lu/
France
Commission Nationale de l’Informatique et des Libertés (CNIL)
3, place de Fontenoy
TSA 80715
F-75334 Paris
Cedex 07
Tél : +33 (0)1 53 73 22 22
Fax : +33 (0)1 53 73 22 00
https://www.cnil.fr
Belgium
Commission de la protection de la vie privée (CPVP)
Rue de la Presse, 35
F-1000 Bruxelles
Tél. : +32 (0)2 274 48 00
Fax : +32 (0)2 274 48 35
Email : commission@privacycommission.be
https://www.privacycommission.be
The Enovos Group lays down the data storage period in its retention policy; this policy is arranged by data category linked with its purpose in accordance with the applicable national legislation.
Luxembourg
| Customers | Retention period | Type of data |
|---|---|---|
| Commercial agreements and related documents with customers, suppliers, sub-contractors… | 10 years
From the end of the contract/end of performance |
Name data
Contact data Financial data |
| Commercial correspondence (mail received and copies of mail sent) with customers, suppliers, sub-contractors… | 10 years
From the end of the contract/end of performance |
Name data
Contact data Financial data |
| Prospect information, customer data base information | 3 years
From the collection of the data or from the last contact with the prospect |
Name data
Contact data Behavioural data |
| Suppliers data base | 10 years
From the end of the contractual relationship |
Name data
Contact data Financial data |
| Official documents related to the company business activity (i.e. title of intellectual property rights, licences, permits and authorisations) | 10 years
From the extinction of rights or the loss of legal personality |
Name data
Financial data |
Belgium
| Customers | Retention period | Type of data |
|---|---|---|
| Invoices in relation to the sale of goods or services to consumers, including energy invoices | 3 years
From the date of sale of goods or completion of service or the document, whichever occurs later |
Name data
Financial data |
| Invoices in relation to the sale of energy to businesses | 7 years
From the date of goods or the document, whichever occurs later |
Name data
Financial data |
| Invoices in relation to the sale of goods or services to businesses (not energy related) | 10 years
From the date of sale of goods or completion of service or the document, whichever occurs later. |
Name data
Financial data |
| Commercial correspondence (mail received and copies of mail sent) with clients, suppliers, sub-contractors…. | 10 years
From the date of correspondence |
Name data
Contract data Financial data |
| Commercial contracts (in general) and other documents (relating to any occurrence /incident /event giving rise to a potential action in personam) (unless stated otherwise in this document) | 10 years
From the day after the occurrence/ incident/ event or end of the contract |
Name data
Contact data Financial data |
France
| Customers | Retention period | Type of data |
|---|---|---|
| Commercial agreements and related documents with customers, suppliers, sub-contractors… | 5 years
From the end of the contract/provision of service |
Name data
Financial data |
| Commercial correspondence (mail received and copies of mail sent) with customers, suppliers, sub-contractors… | 5 years
From the end of the contract/provision of service |
Name data
Financial data |
| Prospect information, customer data base information | 3 years
From the collection of the data or from the last contact with the prospect |
Name data
Contact data Behavioural data |
| Company business related official documents (i.e. intellectual property material, licences, permits and authorisations) | 5 years
From the loss of legal personality |
Name data
Financial data |
First of all, we do not sell any of our customers’ personal data!
We transfer personal data to third parties only in connection with the fulfilment of the contract that binds you to Enovos (for example, for printing energy consumption bills by an external provider) or if you have given explicit consent to it. All these transfers are laid down in contracts enabling us to ensure that the transfer and data processing is done in compliance with the regulation in force.
Follow this link and have a look at the consents that you gave us.
We do everything we can to protect your personal data and your privacy at every moment and regardless of our communication channel.
Our employees have been specifically trained to manage confidential data, and your data in particular, as appropriately as possible.
As part of each project intending to process personal data, we first of all carry out an assessment of the risks and security requirements, safeguarding your interests first and foremost. Our policy, our requirements and our management standards for the protection of information are based amongst other on best practice in that area.
Every day, specific people in our departments check compliance with the legislation on protecting your data and on our ethical ambitions. Other specialists in our business ensure that the security level of our network, our infrastructure and our information systems meets the high demands in this area.
Moreover, we apply all necessary technical measures to protect your personal data from access or unlawful use as well as from loss or theft. If – despite the various protection measures put in place – a breach of your personal data were to take place, you would be personally notified as a customer in the circumstances provided by law.
The software of our products is being continuously updated in order to ensure the most up-to-date security standards.
The number of employees having access to your personal information is restricted. In addition, they only have authorisation if necessary for the correct execution of their tasks and the services delivered to you.
We use cookies when you open our emails, when you visit our websites or use our apps. Cookies are pieces of data that are stored on your computer or mobile device and that are generally used to optimise the user-friendliness of our websites and apps.
There are different types of cookies, divided by origin, function and lifespan. For a comprehensive overview, you can consult websites such as www.allaboutcookies.org.
Enovos uses cookies in order to:
- improve the use and functionalities of its websites and its apps;
- analyse how users use our website and apps, and to compile statistics and
- show personalised information and customised advertisement according to your needs and preferences.
By this way you can be identified as a visitor to our websites on a subsequent visit and we can improve the user-friendliness by better adapting our websites to your wishes and preferences. Cookies can also be used to personalize the content or the advertising on a website. For more information on how we use cookies and the cookie options we offer please see our Cookie Policy.