Smart #1 Charging at Enel X Way

Smart #1 Pro Plus Charger Will Not Start a Session

You plugged the connector into your Smart #1, but the charger is not responding. No charging indicator, no session starting, nothing happening. This is almost always a charger-side or authentication issue, not a problem with the car. Let us work through it.

Symptoms

• The CCS2 or Type 2 connector is in but nothing happens
• The charger screen shows an error or stays on the welcome screen
• The Smart #1 dashboard does not show a charging session
• You hear the connector lock but charging does not begin
• The charging app shows the charger as available even though you are plugged in

What to Do

1. 1

   Authenticate with the charger first

   Tap your RFID card, open the charging network app, or use contactless payment on the charger. Wait for the charger screen to confirm the session before plugging in.

2. 2

   Remove and reinsert the connector

   Unlock the connector (press the button on the charger handle), remove it fully, wait 10 seconds, then push it back in firmly until it clicks and locks.

3. 3

   Lock and unlock the car

   Use the key fob or Smart app to lock the car, wait 15 seconds, then unlock it. This can reset the charging system if it is in a fault state.

4. 4

   Check the charge port for ice or debris

   Open the charge port flap on the rear left of the Smart #1 and inspect it. In winter, warm the port gently with your hands or use lukewarm water if ice is present. Never use hot water.

5. 5

   Restart the infotainment system

   Press and hold the power button on the center screen for 10 seconds to restart the system. Wait for it to boot fully, then try plugging in again.

6. 6

   Try a different charger

   If the session still will not start, the charger is likely faulty. Move to another charger at the station or a different location.

Smart #1 Pro Plus Payment Failed at Charging Station

You are ready to charge your Smart #1, but the payment will not go through. The RFID card does not register, the app gives an error, or your bank card gets declined. This is a charger and payment issue, not a car issue. Here is what to do.

Symptoms

• RFID card tap does nothing at the charger
• Charging app shows a payment or authorization error
• Contactless bank card is declined
• Charger displays a payment error code
• Session starts but stops immediately with a billing message

What to Do

1. 1

   Check which payment methods the charger accepts

   Look at the stickers and screen on the charger for accepted networks, apps, and card types. If your payment method is not listed, you need to try something else.

2. 2

   Switch to a different payment method

   Try a different RFID card, a different charging app, or a contactless bank card. Having multiple options is essential for public charging in Europe.

3. 3

   Check your available balance

   Open your banking app and verify you have at least 80 EUR available to cover the pre-authorization hold. If not, use a card with a higher balance.

4. 4

   Hold the RFID card steadily

   Place the RFID card flat against the reader and hold it for 2-3 seconds. Do not tap and remove quickly. Some readers are slow to respond.

5. 5

   Cancel and retry the session

   If a previous attempt is stuck, cancel it through the app first. Wait a minute, then start a fresh session from scratch.

6. 6

   Try the other charger unit

   If the payment hardware is faulty on one unit, the neighboring charger at the same station may work fine.

Smart #1 Pro Plus Charging Slower Than Expected Speed

Your Smart #1 should charge at up to 150 kW on DC and 22 kW on AC, but the numbers on the screen tell a different story. Maybe you are stuck at 40 kW on a fast charger, or your wallbox is only delivering 7 kW. Here is what is going on and how to fix it.

Symptoms

• DC fast charging well below the 150 kW maximum
• AC charging stuck at 7 or 11 kW instead of 22 kW
• Charging speed drops sharply after 50-60% state of charge
• The dashboard shows lower power than the charger rating
• Charging from 10% to 80% takes much longer than the advertised 30 minutes

What to Do

1. 1

   Use navigation to activate preconditioning

   Set the DC charger as your destination in the Smart #1's built-in navigation. This activates battery preconditioning, warming or cooling the battery to the ideal temperature before you arrive.

2. 2

   Check your state of charge

   If you are above 60%, the slower speed is expected. For the fastest DC charging, arrive between 10-20% and charge to 80%.

3. 3

   Verify the charger's actual output

   Check the charger display for its rated power. If it says 50 kW, that is your maximum regardless of the Smart #1's 150 kW capability. Look for chargers rated 150 kW or higher.

4. 4

   Check if the charger is shared

   If another car is using the adjacent connector on the same charger unit, you may be sharing power. Move to a charger with no other user if possible.

5. 5

   For AC, verify three-phase connection

   To get 22 kW AC, your wallbox must be wired for three-phase at 32A. Check with your electrician. If you only have single-phase, the maximum is about 7.4 kW.

6. 6

   Try a different charger

   If speeds are still low after checking everything, the charger may be degraded. Try another charger at the same station or a different location.

Old Enel X account not working after rebrand to Enel X Way

Enel rebranded its charging network from Enel X to Enel X Way. If you had an Enel X account, it may not work in the new Enel X Way app without migration.

Symptoms

• Login credentials from the old Enel X app are rejected in Enel X Way
• The old Enel X app still works but shows outdated station information
• You have the Enel X Way app but your payment methods and history did not transfer
• Password reset emails reference 'Enel X' instead of 'Enel X Way'

How to Fix It

1. 1

   Download the Enel X Way app (not the old Enel X app)

   The old Enel X app is being phased out. Search for 'Enel X Way' specifically in the App Store or Google Play. The icon and name are different from the legacy app.

2. 2

   Try logging in with your existing Enel X credentials

   Some accounts were automatically migrated. Try your old email and password in the Enel X Way app first. If it works, your history and payment methods should transfer.

3. 3

   Reset your password if login fails

   Use the 'Forgot password' option in the Enel X Way app. The migration may have reset your credentials. Enter the same email you used for Enel X.

4. 4

   Create a new Enel X Way account if migration fails

   If your old account cannot be recovered, create a new account in the Enel X Way app. You will lose your charging history but can start fresh with a working account.

5. 5

   Contact support for billing continuity

   If you had a subscription or prepaid balance on Enel X, contact Enel X Way support to have it transferred. Do not assume it carried over automatically.

Contactless payment terminal hard to reach

At some Enel X Way stations, the contactless payment terminal is positioned awkwardly, too high, at a strange angle, or behind a panel that is not obvious. This makes tapping your card difficult.

Symptoms

• You cannot find the contactless reader on the charger
• The reader is positioned above head height or behind a flap
• Your card tap does not register because the angle is wrong
• The contactless symbol is visible but the reader does not seem to respond

How to Fix It

1. 1

   Look for the contactless symbol on all sides of the charger

   Enel X Way chargers place the payment terminal in different positions depending on the hardware model. Check the front, sides, and any panels or flaps on the charger cabinet.

2. 2

   Hold your card flat against the reader for 3 to 5 seconds

   The reader may be recessed or behind a thick panel. A quick tap might not register. Hold your card steady and flat against the symbol area.

3. 3

   Try your phone's digital wallet

   If the reader is hard to reach with a physical card, try Apple Pay or Google Pay on your phone. The NFC range on a phone can be slightly better at odd angles.

4. 4

   Use the Enel X Way app instead

   If the contactless terminal is genuinely inaccessible or not responding, start the session through the Enel X Way app. The app bypasses the physical reader entirely.

Charger placed in tight parking spots

Some Enel X Way stations are installed in existing parking structures or small lots where the charging spots are narrow. Maneuvering a larger EV into position and accessing the cable can be difficult.

Symptoms

• Charging spot is too narrow to open your car door fully
• Cable does not reach your vehicle's charging port because of the parking angle
• Other parked cars block access to the charger
• You have to reverse in at a specific angle to make the cable reach

How to Fix It

1. 1

   Check your vehicle's charging port location

   Before pulling in, note which side your charging port is on (front left, rear right, etc.) and position your car so the port faces the charger. This avoids stretching the cable across the car.

2. 2

   Try reversing in if the port is at the rear

   If your charging port is at the rear of the vehicle, reversing into the spot often gives you a shorter cable run and more room to connect.

3. 3

   Check adjacent spots before plugging in

   If two chargers are side by side and one has more room, use the more accessible one even if it means a slightly longer walk.

4. 4

   Leave your car door ajar while connecting

   Plug in the cable, then close your door and start the session from inside or via the app. You do not need to stand next to the charger for the entire session.

Power fluctuations or reduced charging speed

Some Enel X Way locations experience power fluctuations, especially during peak grid demand. Your charging speed may drop unexpectedly or fluctuate throughout the session.

Symptoms

• Charging speed starts high but drops significantly after a few minutes
• Speed fluctuates between 50 and 200 kW without stabilizing
• The charger delivers well below its advertised maximum
• Speed is lower in the evening than during daytime at the same station

How to Fix It

1. 1

   Check your battery level and temperature

   Most speed drops are caused by your vehicle, not the charger. Above 60 to 80% state of charge, your vehicle reduces its charging speed to protect the battery. Cold batteries also charge more slowly.

2. 2

   Check if other chargers at the station are in use

   Some Enel X Way stations share a power connection. If multiple chargers are active, the available power is split. Try charging when fewer vehicles are plugged in.

3. 3

   Try a different time of day

   Grid demand peaks in the early evening. If you notice slower speeds at certain hours, try charging during off-peak times (late evening or early morning) when the grid is less loaded.

4. 4

   Try a different charger unit

   An individual charger may have a hardware limitation. Another unit at the same station might deliver higher power.

5. 5

   Report persistent low speeds

   If a station consistently delivers far below its rated power, report it in the Enel X Way app. This helps their maintenance team investigate whether it is a hardware or grid supply issue.

App shows incorrect real-time availability

The Enel X Way app sometimes displays charger availability that does not match reality. You arrive expecting a free charger and find it occupied, or the app shows a charger as faulted when it actually works.

Symptoms

• App shows 'Available' but the charger is occupied when you arrive
• App shows 'Out of order' but the charger works fine
• Availability status does not change even after refreshing
• You planned your route based on app availability and found no working chargers

How to Fix It

1. 1

   Refresh the station page and check timestamps

   Pull down to refresh the station detail view. If the status was last updated more than 10 minutes ago, it may be stale.

2. 2

   Try plugging in regardless of the app status

   If the charger looks physically operational (lights on, screen active, no maintenance stickers), try plugging in and starting a session. The app status may simply be lagging.

3. 3

   Cross-check with another app

   Open Chargemap, Google Maps, or another charging app that shows Enel X Way stations. A different data source might have more current availability information.

4. 4

   Always have a backup station identified

   Do not rely on a single station, especially for long trips. Identify 1 or 2 alternative stations nearby before setting out, in case availability data is wrong.