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.

If the charger is occupied by Elmo Rent, you can move the car yourself. To do this, call Elmo Rent's 24-hour customer line at 527 2626. You can find this number written on the car. In situations where a person who rented a car has blocked a charging station, Elmo Rent's customer support can remotely open the doors of the specific vehicle and start it so that the car can be moved. Unfortunately, this requires additional effort from an Enefit Volt customer, but it is the fastest way to resolve the situation.

Unblocking a space occupied by an Elmo Rent car:
1) Call Elmo Rent on 527 2626 round the clock
2) The operator will remotely open the doors and start the car
3) Park the car somewhere else
4) Start charging your own electric car

If the charger is occupied by Beast Rent, call their customer line 5593 0444; the calls are answered on weekdays at 7:00–0:00. In the case of Beast Rent, the solution will take more time, because the car cannot be opened remotely and a company employee must come to move it.

Unblocking a space occupied by a Beast Rent car:
1) Call Beast Rent on 5593 0444 on weekdays at 7:00–00:00
2) Inform the operator of the location and vehicle number
3) A Beast Rent employee will come to move the car
4) Start charging your own electric car

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

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.

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 Tallinn, Tartu or Pärnu, 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.

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.

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.

Smart charging app

To use smart charging, you need to become a customer of Enefit Volt smart charging (buy or rent a charger from us) and then download the Eesti Energia app, which allows you to conveniently control charging. You can download the Eesti Energia app from the AppStore, Google Play or Huawei AppGallery.

Being a customer of Eesti Energia is very convenient when using smart charging, as it allows you to see all the information related to your energy consumption in one place. However, if you buy electricity from another company, you can still use Eesti Energia's smart charging service. The purchase or rental of an Enefit Volt home charger entitles you to use the smart charging app.

The app only displays the electricity cost, which corresponds to the stock exchange price without the contractual margin, as it is different for each customer.

The greatest savings on charging an electric car can be achieved with the exchange package, because this allows you to easily configure the time period when the price of electricity is the cheapest. You only need to configure the app once and, after that, it will start working independently and automatically. If your home has an electricity package with a fixed day and night tariff, you can still save a considerable amount, because the app can also be used to set a charging schedule for certain times of the day. This allows you to set the car to charge during cheaper hours at night.

With Enefit Volt’s complete smart charging solution, no additional costs are added to the price of the charger or to the monthly rental payment. The smart charging app is free for all customers.

Our smart charging solution works with all electric cars, regardless of make and model. The customer sets the necessary parameters in the app (desired charging volume and charging end time). The app uses this to calculate the charging schedule with the lowest price and starts and stops charging based on this. As a user, you do not have to take any further action.

Setting up a smart charging schedule is easy. To do this, the user just needs to make a few easy choices in the app:
1) your electric car’s battery capacity in kilowatts
2) the desired daily charging volume
3) the desired charging end time

Based on this, the app creates a charging schedule based on the best exchange price, which will be applied automatically when the car is connected to the charger.

The user can always press the “Start charging now” button in the app, which cancels the pre-set charging schedule and allows the car to be charged immediately.

If possible, you should connect your car to the charger every night and set a smaller desired charging volume that meets your needs for the following day. This gives you the opportunity to use the cheapest hours every night and rule out the most expensive ones.

The app also allows you to keep an eye on the general exchange prices on a daily basis, so you can decide if this is the best time for charging or whether you want to postpone charging until the next day.

One specific user account can be linked to each charger. However, the owner of the charger can give additional authorisations in the self-service environment of Eesti Energia to other users who see the same view as the main user in the app. This allows you to monitor the total charging history and the set charging schedule.

In the first minutes after connecting the car to the charger, the charger measures the available charging speed to calculate the optimal charging schedule. Once this is detected, charging will stop and start again at the right time based on the smart charging schedule, using the best price.

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.

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


Usage

Expensive installation. Not many people in the apartment association currently need to charge electric cars. Installing a charger for only one or two cars is an expensive and complex process which involves additional charges, for example, for the preparation and approval of the electricity project.

Connection capacity. The apartment building does not have the necessary connection capacity to install individual chargers for everyone. Increasing the amperage of a main fuse as a resident is very expensive and can cost thousands of euros.

Complex administrative steps. Installing a charger requires the consensus of other members of the apartment association and getting them to agree is a complicated and time-consuming process.

Future management. No clear strategy has been developed for managing the charging system in a comprehensive manner, including the reporting of electricity consumption to the apartment association.

For this purpose, Enefit Volt has developed a comprehensive solution for apartment buildings that satisfies the needs of the present and eliminates the need for additional large investments in the future. Installing chargers becomes quick and easy!

Connection capacity. The power system of an apartment building has limited capacity and the additional load of electric car charging has not been taken into account in their design. If the installation of chargers has not been thought through and new chargers are added, the power system can easily become overloaded and the building may lose power completely.

Installation of charger. If chargers are connected directly to the main switchboard of the building, there may not be sufficient room for fuses. Even if the fuses for the first electric car can be installed in the main switchboard, there will not be a place for future electric car users to connect their chargers.

Apartment association authorisations. In order to carry out work in the switchboard or the parking lot of the building, the resident must obtain the permission of the members of the apartment association. This means that for each subsequent charger a general meeting of the apartment association must be convened to grant approvals and authorisations. Any additional bureaucracy is not sustainable for the apartment association or the end user.

Energy consumption reporting. If there are many individually installed chargers in the building that have not been interfaced to a central management system, it is difficult to measure the power consumption per car or apartment. Even if apartment owners report the readings from their charger, it creates additional work for many parties and the system quickly becomes unmanageable.

This is why Enefit Volt offers a transparent and convenient comprehensive solution for apartment buildings. We take care of the design, installation, maintenance and day-to-day management of the solution.

Installing a new charger in a parking lot with comprehensive charging readiness is quick and easy. Residents who are looking to install a charger can contact Enefit Volt directly without having to obtain any additional approvals from the apartment association, thus cutting out a lot of red tape for the association.

Developing a charging readiness solution for electric cars in the building is a forward-looking and major investment that is decided by the general meeting of the apartment association. The costs of the investment are shared between the apartment association and Enefit Volt under the contract concluded.

Enefit Volt covers the investment in the central units of the charging system, which include the flexible load control module in the electrical switchboard of the building and the switchboard(s) necessary for connecting the chargers in the parking area. We also take care of the day-to-day management and maintenance of the system without additional charges and offer a charging service to the residents of the building.

The apartment association covers the costs of the work related to the installation of the charging solution, including installation of equipment and preparatory work on parking spaces (excavation, installation of cable sleeves and cabling, etc.).

The end user, i.e. the resident using an electric car, is responsible for covering the cost of installing the charger in their parking space and renting or purchasing the device. To this end, a contract must be concluded with Enefit Volt directly.

Please fill in the inquiry form on our website. Our sales engineer for charging solutions will contact you by phone to map the current situation and give you instructions on how to proceed. They will also send you additional materials and a checklist for the apartment association board to fill out.

Our solution is suitable for apartment buildings where each apartment has its own parking space(s). The charging solution will cover the entire parking lot so that every electric car user will have the opportunity to conclude a contract with Enefit Volt for the purchase or full service rental of a charger with installation for their parking space at any time. If the parking spaces are shared, we can offer the installation of Enefit Volt’s public charger on the premises of the apartment association. Let us know of your wishes via the inquiry form on our website.

No, as the chargers installed in the apartment building use the building’s common power system and capacity for charging, flexible load control is necessary to prevent overloading. Flexible load control is only ensured through the use of devices and management system installed by the service provider Enefit Volt, to which only compatible chargers can be added. Another important aspect is the reporting process of charging costs and the monitoring of the functioning of chargers which is also platform-based.


Ordering

Select a suitable rental package on the Enefit Volt website and send us your information together with a completed inquiry form. Our sales consultant for charging solutions will contact you by phone within three business days to clarify the details of the deal, including questions regarding the installation of the charger, and will send you a formal offer by e-mail. After confirming the offer, we will send you an invoice with the installation cost of the charger (installation is not included in the price of the rental service). Once you pay the invoice, we will consider the rental agreement concluded and you will be contacted by our installation electrician to agree on a suitable charger installation time. Our installation electrician installs the charger at the agreed location, connects the charger to the power network, performs the first test charge, provides you with an on-site user training, and prepares a Deed of Transfer for the charger on site.

Yes, our charger rental service can also be ordered by business customers. To do this, you must select a suitable rental service package on our website and send us an inquiry form, as a private customer would do. If your needs are greater, it is possible to rent several chargers, or if you need to charge more electric cars in the future, you can rent additional chargers later.

Billing

Payment for the rental service is based on monthly invoices. If you wish, the monthly fee can be added to your monthly Eesti Energia electricity and network services bill. The rent will be calculated from the day of installation of the device. The invoice for the first and last month of the rental service is prepared according to the number of days the charger has been installed.

Subscribing to the rental service incurs a one-time payment for the installation of the charging station. The standard installation cost is € 250 (VAT included).

The cost of installation may vary depending on the location. In case of standard installation, the installation cost will be € 250. See the comparison table about standard installation and additional work HERE.

When performing installation work outside Tallinn, Tartu or Pärnu, a transport fee of 0.60 €/km is added to the price. We will specify the need and price of installation and additional work with you before submitting the invoice.

The installation cost depends on the volume of work in the installation location and its amount does not affect the monthly fee for the rental service. Installation is billed separately for each order, and the installation cost is settled as a one-time payment when starting the service. As the installation cost is not included in the monthly rental service fee, it gives you the flexibility to terminate the rental agreement at no extra charge, if you wish.

To use the charging credit, you must have a valid Enefit Volt charging network user account. Upon subscribing to the rental service, we will activate the monthly charging credit on your existing or new Enefit Volt user account, according to your selected rental package. You can use the credit during the current month, unused credit will not be carried over to the next month. The monthly credit is renewed at the beginning of each month for the entire period of using the service.

Other issues

If you have decided to give up the charger rental service, it is possible to terminate the rental agreement and return the charger. According to the Terms and Conditions of the agreement, you have the right to terminate the agreement after 3 months from the start of the service by sending us an e-mail at info@enefitvolt.com 7 business days in advance. The charger rental fee is calculated until the date of removal of the charger. You do not have to pay for the removal the charger. You will not be held responsible for normal wear and tear of the device (such as notches, traces of wear, etc.) that occur during normal use of the device. The charger will be removed by our installation electrician at an agreed and suitable time for you. During the removal, a Deed of Removal is prepared and signed, describing the condition of the device - if there are no defects (normal wear and tear of the device is not considered a defect), you will not incur any additional costs.