Frequently Asked Questions


Usage


If you want to continue using the charging network, sign up for Enefit VOLT as a customer via mobile app or e-service. If you have any questions or concerns, please contact Enefit VOLT 24/7 customer service at 777 3030 or info@enefitvolt.ee

If you want to become an Enefit VOLT customer, there are a few simple steps to take:

  • Download the Enefit VOLT app you can find on the App Store or Google Play Store
  • Create an user account
  • Select your suitable package
  • Add payment card details
  • Read the Terms of Use, give your consent and you are a customer!

You can pay with the payment card you submitted when registering. Money will be automatically deducted from your account every month for the previous month's charging. All download history is visible in both mobile app and self-service. We will also send you a statement at the beginning of next month to your email address.

Business customers, just like private customers, can register easily in an e-service or app. To use the service, please enter your business credit or debit card and payments will begin automatically every month. If such payment solution is not suitable for you, please contact us via e-mail info@enefitvolt.com or phone 777 3030.


Business customers who have a fleet of electric cars with more than 5 electric cars, are kindly requested to fill in the query form.

Billing


Enefit VOLT charging card (RFID Card) is a plastic card that can be used to start and stop charging Enefit VOLT charging instead of a mobile app. We recommend using the card when you are not using a mobile app or moving in areas where mobile data may be interrupted.


The first charging card is free and will be sent to you within four business days of registration. You can order a charge card from the self-service or from the app in package selection section. The following charge cards cost 3 €.

We support Visa and MasterCard credit and debit cards. If payment with these cards fails, check if the card is activated for online payments and is included in the Secure Online Shopping program.


We do not support payments with Maestro, Amex and Diners cards. Revolut credit cards can take longer than usual for a 1€ booking fee refund.

Enefit VOLT app


In order to use the app in Estonian, you need to follow those steps on iPhone: Settings>General>Language & Region. Under the first preference, Preferred language order, click the button Add language and choose Eesti from the menu. When the language has been added to the list, choose Edit from the upper right corner and drag Estonian language on the first place in the list of languages. The device announces that the default language will remain English, but the app language is now Estonian. Finally, click OK. Be aware that after restarting your device, several other apps could also be in Estonian.


In order to change language on Android-phone, follow next steps: go to Settings>Language & input. Choose Select a language, Estonian and click command Choose in upper right corner.

The ELMO or Enefit VOLT quick charger is easy to use:

  • To charge, stop the car engine and connect the charging nozzle to the car
  • Start charging using a mobile app or a charging card (RFID)
  • Charging starts immediately after pressing the "Start" button on the app or charger.
  • To stop charging, press the „Stop“ button on the mobile app or charger.

VOLT app works on smartphones on operation system platforms:

  • iPhone: iOS 10.3 or newer
  • Android: version 4.2 or newer

  • Make sure the car is completely off
  • Try the process again (disconnect the cable from both the charger and the car and start over again with the app)
  • If nothing else works then the charger may be temporarily faulty. Contact our customer support at 777 3030.

Other issues


Electric transport is a fast-developing industry that can conquer the world faster than we think. The fast charging service for electric cars is developed by Eesti Energia together with Elektrilevi, Estonia's largest network operator. Elektrilevi's experience and knowledge in developing large networks is of unique value.

Since the charging network for electric cars is directly connected to the electricity network and the increasing number of electric cars also challenges the capacity of the electric network, it is best to develop large networks together. Elektrilevi knows the important nodes for installing the charging points, considering the overall electricity consumption. At the same time, the company is able to make optimal investments in the power grid, which will ensure the necessary charging capacities for the future as the number of electric cars starts to increase dramatically. This way we can efficiently and resource-efficiently develop the network and provide our customers with the best service at the best possible price.

  • We take the public charging of electric cars to a new level
  • We make charging significantly faster. We are planning to increase the capacity of the chargers in several locations so that the current chargers can be used at full power or 50 kW.
  • We are moving towards charging different types of electric cars at most stations. In addition to the ChaDeMo charging plug, new chargers also include the option to charge from CCS plug.
  • We follow our customers' habits and upgrade our network to provide fast and convenient charging wherever you are.
  • We will make payments for charging easier and more convenient.


Ordering and Installation


The charger is usually installed within two weeks of sending the inquiry. If additional work is required for installing the charger, it may take longer, but we will specify it individually with the customer.

If you have completed an inquiry form on the website, our sales consultant will contact you by phone within two business days, specifying the details. This includes questions regarding the installation of the charger, and he/she will send you the final offer with an invoice to your e-mail. The contract is considered concluded once the invoice is paid, and after that, our installation electrician will contact you to agree on a suitable installation time.

Electric car chargers sold on our website can only be purchased together with installation. This is necessary because a 4G data connection is activated in the charger during installation, and the charger is configured to connect to our online charger platform. This allows us to provide useful additional functionalities such as online diagnostics, RFID card setup, maximum charging capacity configuration and mobile app support in the near future.

Yes, electric car chargers sold on our website can be purchased by business customers as well. For this purpose, similarly to private customers, the inquiry form provided on our website must be filled in, using the electric car selection assistant to find a suitable charging solution. After submitting the inquiry, our sales consultant will contact you to clarify the details of the offer and send you the final offer by e-mail.

When performing work outside Harju, Tartu or Pärnu counties, an additional transport fee of 0.60 €/km is added to the price of your charging solution (charger + installation). The transport fee is based on the distance from the nearest location of our electricians (Tallinn, Tartu, Pärnu) to the installation address and back.

See the comparison table of standard and additional jobs for charger installation here. If you have additional questions, our sales consultant and/or installation specialist will help.

In addition, you can send us photos of your house's electrical switchboard and the desired location of the charger in your home following the instructions given below, based on which our sales engineer for chargers will give a final assessment of whether it is a standard or special solution. Please send the information at energiateenused@energia.ee.

Read the instructions »

With the help of the following photos, you can assess whether there is room in your home switchboard for the installation of additional fuses for the charger. The exact need for space also depends on whether the charger to be installed is single- or three-phase.

If there is no space for fuses in your switchboard, it means that we must make you a specified price offer for the installation, which includes additional work in the switchboard.

The fuse of a single-phase 7.4 kW charger in the switchboard:

1-faasilise 7,4 kW võimsusega laadija kaitse kilbis

The fuses of a three-phase 11 kW or 22 kW charger in the switchboard:

3-faasilise 11 kW või 22 kW võimsusega laadija kaitsmed kilbis

Standard installation takes 2-3 hours.

During the installation, our electrician first examines the electrical system of your house. An on-site electrical test is then carried out with the customer, during which the phase load is measured and the maximum allowed charging capacity is set for the charger. This ensures that the charger charges the car according to the capacity of your household and does not cause a power outage.

In addition, the electrician routes the electrical cable from your switchboard to the charger, performs the necessary work in the electrical switchboard (installs the necessary fuses) and installs the charger on your wall. Then data connection is activated in the charger and it is configured to the Enefit Volt platform for chargers.

After the installation of the charger, the customer is shown its main functions, and an instrument of delivery and receipt is drawn up for both the device and the installation work.

The dynamic load management module is an additional accessory that you can order from us together with the purchase of the charger.

The device is installed in the electrical switchboard of your household during the installation of the electric car charger, and its task is to monitor the current electricity consumption of your house in real time and direct all free unused power to the electric car charger so that the car can be charged as quickly and safely as possible.

We definitely recommend installing the device in those homes where the electricity consumption is already close to the limit, and therefore there is a risk that charging an electric car may blow the fuses due to overload.

NB! When ordering the device, it must be taken into account that due to the possible volume of additional work during installation, it may not fit under standard installation at fixed price, and therefore we will make a specified price offer for the installation.

Usage


Should the charger have a technical failure, should you have questions about using the charger or need to change the charger settings, please write at info@enefitvolt.com or call 777 3030

Both the charger and installation work have a 2-year warranty period. The warranty period starts from the delivery of the charger to the customer fixed in the instrument of delivery and receipt (the same applies to the installation)

In the event of a warranty claim, please send your complaint at info@enefitvolt.com and you will receive further directions.

Yes, if an electric car charger purchased by you should have a technical failure within the 2-year warranty period requiring warranty repair or replacement of the device, we will provide a replacement charger for the warranty procedure so that you can continue charging your electric car as usual.

Electric car chargers sold by Enefit Volt do not require regular periodic maintenance.

RFID functionality is built-in and activated in all chargers sold by Enefit Volt. This means that charging starts and ends by authorizing with an RFID card.

RFID card functionality can be turned off. To do this, you must indicate your wish during the installation and we can configure the charger so that it works without RFID. In this case, charging starts immediately after connecting the charger to the car. RFID functionality can be turned back on later.

For each charger, we always provide and set up 2 Enefit Volt RFID cards.

Other issues


With an internet-connected smart charger, you ensure that your charger always has the latest software, is safer and more functional. Thanks to the smart charger, we can constantly provide new services and opportunities, perform remote diagnostics and solve most possible failures without operatively sending out a technician.

The Enefit Volt Kodu mobile application is under development and will reach customers by the end of 2020. First, the mobile app will allow you to start and stop charging, view your charging history, and schedule charging to a convenient (cheapest price) time. The next step planned is to develop a capability by which the charger chooses the most favourable charging time according to the stock exchange price.

An electricity bill depends on electricity consumption, and this in turn depends on how much and how often the car is charged. If we take an annual mileage of 15,000 km, an average electricity consumption of 20 kWh per 100 kilometers for the electric car, and we assume that the vehicle is charged mainly at night, then the additional electricity cost will be about € 200 per year. In other words, you will spend 200 euros on "fuel" per year.

Terms and Conditions




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