The examples shown here are instances of attempted fraud that have been reported to us. Although some of these campaigns date back several years, fraudsters often reuse the same methods.
They simply change the email address, telephone number, link or content of the message.
Please note that this page is updated as and when reports are received.
As in any business arrangement, you rely on participating members to follow the contractual requirements of the sharing group. Producing members must be paid by consuming members, following the agreed-upon tariff for the energy they share to the group. However, in the event that consuming members do not submit payments promptly, producers will bear the losses. So it’s important to join or create a group with members that you trust will adhere to the contractual agreement and make prompt payments. Enovos Energy Sharing Service manages the billing and dunning, and provides clear reporting on payments made, due, and owed, and will initiate payment reminders in the event of non-payment. But Enovos does not assume payments to producers that have not been received from consuming members. Here are the rules of Enovos dunning process: After two failed SEPA reminders to a non-paying Member, both Sharing Group Representative and the concerned Member(s) will be notified. After the 2nd unsuccessful SEPA attempt, the concerned Member is requested to pay via a bank transfer the outstanding amount including the added dunning fee. In case of non-payment after the 3rd reminder, Enovos has the right to suspend the provision of the Energy Sharing Service to the non-paying member by excluding him from the Energy Sharing Group, from within the Enovos group platform and via Leneda.
Another possible risk could be fluctuations in energy production or consumption patterns that may result in the benefits to one member exceeding the benefits of another member.
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, all Enovos 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.
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.
Please contact Enovos Customer Service first. Our advisers will let you know whether the message should be deleted or whether it would be helpful to forward it to us as part of our investigations. As a security precaution, we recommend that you do not automatically forward suspicious emails, as they may contain malicious links or attachments. Please wait for instructions from our Customer Service team before forwarding anything.
Currently, Luxembourg’s energy sharing regulations are designed exclusively for residents connected to the national grid. As a result, non-residents who live abroad are not eligible to participate in energy sharing groups within Luxembourg.
Yes, it is possible to participate only as a consumer. You will still be able to reduce your electricity bill and benefit from local green energy generated within your group, and depending on group type, shared energy consumed may be exempted from grid fees.
Yes, you can subscribe as a new client.
You must first subscribe to one of our standard offers, naturstroum or nova naturstroum, and then you can subscribe to a fixed product based on availability.
Please note that the procedures for changing providers may take up to 21 days.
Yes, it is possible to make the switch to naturstroum twice in 12 months.
Yes, you have the option to switch to MW solar.
We take your privacy seriously, ensuring that data is only accessible to those who need it. Here’s how it works:
Group Representative: As the person managing the group and its energy flows, the group representative requires a full view of how much each member consumed from the sharing group and how much energy each producing member has shared with the group. This is essential to ensure the group operates smoothly and efficiently. Enovos, in its role as a service provider supporting the representative, will only access this data to manage the group’s activities in its group`s interest.
Group members:
As a member, you only see the information relevant to you. Specifically:
Producers can track how much energy they’ve shared with the group or injected into the grid
Consumers can monitor how much energy they’ve used from the group or their supply contract
You will not see individual data from other members. However, to foster a sense of community and shared purpose, we provide an aggregated view of the group’s overall energy-sharing activity. This allows you to understand your contribution to the group without compromising anyone’s privacy.
With Enovos, you can trust that your data is handled transparently, securely, and with respect for your privacy.
Yes. This practice, sometimes known as ‘smishing’, involves sending fraudulent text messages containing a link or asking you to call a number. As with suspicious emails, do not click on any links and do not disclose any personal or banking details.
Although Enovos has not yet detected any attempts at ‘smishing’, we advise you to remain vigilant and let us know if you witness such activity.
No. Enovos will never ask you to provide your password, credit card number, security code or bank details via email, text message or an unsolicited phone call.
Yes. Fraudsters can replicate the logo, the brand identity and even use a sender name similar to Enovos.
The appearance of a message does not guarantee its authenticity.
We therefore advise you to always check:
- The sender’s address: Enovos uses a domain name linked to its own domain name.
E.g.: Enovos > @enovos.lu or @enovos.eu - Links contained in the message: our links usually lead to our website.
If in doubt, do not click on any links and contact our Enovos Customer Service.
No, there’s no required minimum. The shared energy you receive depends on your group’s total production and how it’s shared among members (based on the chosen allocation key). If there’s not enough shared energy, the national grid automatically supplies the rest—so your electricity needs are always covered.
No, you keep your smart meter.
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.
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.
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.
No, this pricing model only exists for electricity.
No, participating in Enovos Energy Sharing Service does not change your existing energy supply contract. The sharing setup operates independently and simply allows you to consume energy produced within your group. You continue to receive electricity from your supplier as usual when shared energy is unavailable or not enough for your whole consumption.
You can access and download all your invoices from your customer portal or the MyEnovos app.
Does your latest electricity bill seem unusually high? You might be facing electricity overconsumption in your home.
A gas leak is an emergency situation that requires immediate action. We explain how to react properly if you suspect a gas leak.
This feature is only available on your customer portal my.enovos.
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.”
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.enovos) 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 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.
To share your energy with others, you need to join or create an energy sharing group. These groups are virtual and must be set up by the electricity grid operator, who links together the relevant consumption and production meter points.
There are two main types of energy sharing groups in Luxembourg:
Collective Self-Consumption (Group types: ACR – Autoconsommation collective renouvelable / AC1 – Autoconsommation collective locale / APS – Autoconsommation plusieurs sites)
This type is ideal when all group members are in the same building or within 100 meters. For example:
Neighbors in an apartment block sharing rooftop solar energy.
Small and Medium size businesses in the same complex sharing energy from a shared installation.
An APS group (Autoconsommation plusieurs sites) is a special case where one legal entity (e.g. one company) shares energy across its own members (e.g. other branches or offices).
Energy Communities (Group types: CEL – Communauté énergétique locale / CER – Communauté énergétique nationale renouvelable)
These are legal entities that allow energy sharing across larger distances, even between different neighborhoods. Their focus goes beyond saving money—they also support environmental, social, and local economic goals.
Both types enable the distribution of produced electricity among the members of the sharing group based on the chosen allocation key. The creation of such a group begins with the selection of a representative, who coordinates communication between the energy sharing group members and other entities.
On a computer, hover your mouse over the link without clicking to view the actual address. On a smartphone or tablet, press and hold the link. If the address does not contain the official domain (e.g. ‘enovos.lu’) or if it looks unusual, do not open it.
Always check the website address in your browser. Be particularly vigilant if the URL contains errors, extra words, unusual characters or a domain name other than ‘enovos.lu’.
If you are redirected to a different address or if the URL looks suspicious, do not enter any personal or banking details.
With a battery system, you can store your production and inject it into the grid when prices are highest. Without a battery system, your production will be used for your own consumption, and the surplus will be fed into the grid. If your battery system is full, the surplus will be fed into the grid. If your consumption exceeds your production, your additional needs will be covered by the grid.
Attention, however, there is always a risk of injecting your production at a time when prices are low or negative.
There are several signs that may alert you.
Here is a non-exhaustive list:
- an unusual delivery address
- a link that does not lead to an official Enovos Luxembourg S.A. website
- a message containing spelling or grammatical errors
- an urgent request for payment or the promise of a refund or a special benefit.
If you notice any of these issues, or simply if you are in any doubt:
- Do not click on any links
- contact our Enovos Customer Service to report this email to them.
Fraudsters may sometimes use a telephone number that appears to belong to Enovos. The number displayed is therefore not, in itself, proof of authenticity.
There are various signs that may raise your suspicions: the person you are speaking to puts you under pressure, demands immediate payment or asks for your personal details.
Our customer service team would never behave like that.
In this case, end the call immediately and contact Enovos Customer Service to report this fraudulent call attempt.
To activate the Connect discount, simply log in to the customer portal my.enovos. Once logged in, activate the Connect discount in just a few clicks. This will automatically enable paperless billing and SEPA direct debit.
If you receive an email, a text message or a phone call, or come across a suspicious website using the Enovos name, please contact our Customer Service team via our Enovos Customer Service. Your report will help us to quickly identify new attempts at fraud and to inform other customers.
You can contact customer services to subscribe to the dynamic bundle. You will receive an envelope containing the special terms and conditions, the general terms and conditions, the explanatory note and the price list, which you will need to sign and return to us.
Residential customers with PAYG can easily view their consumption costs (or production remuneration) within the customer portal and within the MyEnovos mobile app, available on the App Store and Google Play Store.
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 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!
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.
Protecting our customers’ personal data is a priority. Enovos implements technical and organisational security measures to protect the information entrusted to it.
Attempts at fraud using the Enovos name do not mean that a data breach has occurred within our company. Fraudsters can impersonate us without having access to our systems or our customers’ data.
To find out more about the measures implemented by Enovos and the security of your data, please visit our page dedicated to the GDPR.
Energy sharing can help both producers and consumers to save money on their electricity bills, and the more energy they share the more they save!
Here’s how it works:
When you join an energy sharing group, electricity produced by members (like from solar panels) is shared directly with consuming members. The price for this shared electricity is set somewhere between the producer’s injection tariff and the consumer’s standard electricity supply tariff. This means:
Producers earn more through sharing rather than through simple injection of their not-consumed energy into the grid.
Consumers pay less compared to if they would just buy all their electricity from the supplier, in some energy sharing set ups they also save on grid transportation fees.
It’s a win-win for both sides.
With a fixed tariff (guaranteed by the government), the price of energy is constant over a defined period. This type of pricing is simple and predictable. With a dynamic tariff, the price varies according to demand and market prices.
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 |
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.
By consulting the electricity prices hour-by-hour on the EPEX spot market.
All official communications relating to the services you use or your contract are sent via our usual channels: post, the customer portal, email from an official company email address, or direct contact via Customer Support.
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.
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.
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.
Please check the “Junk/Spam” folder in your email inbox.
It is possible that you don’t have an account on the customer portal associated with this email address. In that case, visit the “Register” page my.enovos.
If the problem remains, get in touch with the contact mentioned on your invoice.
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.
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.
To download or view your invoices, go to the “payments” 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.
To log in to your client portal, you must first have created an account. To do so, click here my.enovos.
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.
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.
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.
Yes, you can join an energy sharing group, whatever your energy supplier. Furthermore, the Enovos Energy Sharing Service is designed for Enovos clients and for non-Enovos clients, so that you can enjoy our service to share energy and to manage your energy sharing group.
Do not click on any links, do not open any attachments, and do not disclose any personal or banking details. If you have any doubts about the authenticity of the message, please contact Enovos Customer Service directly.
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.
The risk is generally limited if you have not provided any personal or banking details and have not opened any attachments or clicked on any links.
However, we recommend that you:
- remain vigilant and delete the message
- report this attempted fraud to Enovos. To do so, please contact Enovos Customer Service.
To switch to monthly billing based on your real consumption, or Pay-as-you-go (PAYG), you can do so within the my.enovos customer portal or MyEnovos mobile app, available on the App Store and Google Play Store.
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 my.enovos customer portal and MyEnovos mobile app, available on the App Store and Google Play Store.
Act quickly. If you have provided any personal or banking details, contact your bank immediately to secure your payment methods. If the information relates to your Enovos contract, please also contact our Enovos Customer Service.
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.
Not necessarily. In most cases, phishing campaigns rely on identity theft of Enovos and do not result from a data breach of our systems. Fraudsters use our name or our brand identity to make their messages appear more credible.
Market prices can be consulted hourly on the EPEX Spot market. You can consult your consumption and production via the customer portal. The dynamic market prices assignated to your consumption/production can also be consulted via the customer portal.
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.
Eligibility depends on the type of energy concerned:
- For electricity, the measure applies to all customers whose annual consumption is below 25,000 kWh.
- For natural gas, the measure applies to all customers equipped with a meter with a maximum hourly flow rate below 65 m³/h.
No. If you are eligible, the aid will be applied automatically. You do not need to submit an application or complete any forms.
The aid applies to the energy consumed between 1 August and 31 December 2026, in accordance with the measures introduced under the Resilienzpak 2026. This period applies both to the natural gas subsidy and to the new electricity price subsidy.
The amount you save depends on your energy consumption.
Natural gas
• Apartment with an annual consumption of 1,000 m³: approximately €60 in savings over five months.
• Single family house with an annual consumption of 2,500 m³: approximately €150 in savings over five months.
Electricity
• Apartment with an annual consumption of 1,500 kWh: approximately €25 in savings over five months.
• Average household with an annual consumption of 3,900 kWh: approximately €65 in savings over five months.
• Household with an electric vehicle and a heat pump with an annual consumption of 10,000 kWh: approximately €165 in savings over five months.
These amounts are provided for information only and may vary depending on your actual consumption.
The timing depends on your billing method.
• If you are billed based on your actual consumption (PAYG), the aid will appear on your September 2026 bill, covering your consumption for August 2026.
• If you pay fixed advance payments, the subsidy will be calculated based on your actual consumption during the eligible period and will appear on your annual bill.
The measures are applied automatically and will appear on your Enovos bill as a separate line (negative amount), reducing the total amount due. For electricity, this line will be under the section “Taxes réglementées – Mécanisme de compensation – A” and for natural gas, this line will be under the section “Remise – Prise en charge réseau”.
The timing depends on your billing method.
• If you are billed based on your actual consumption (PAYG), the aid will appear on your September 2026 bill, covering your consumption for August 2026.
• If you pay by fixed advance payments, the subsidy will be calculated based on your actual consumption during the eligible period and will appear on your annual settlement.
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.
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.
–> I am connecting from a professional network or from a public WiFi, or from my work computer:
It is possible that the administrator of the network and/or your computer has blocked access to the requested page. If this is the case, try again with a personal device 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.
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.
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.
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.
It can be tricky to understand the information on an electricity invoice. Enovos offers assistance so that everyone can figure out all the information on their contract and manage their electricity bills efficiently.
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.
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.
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.
Here are some simple guidelines:
You live in the same building?
→ ACR: the simplest and most flexible option.
You are neighbours within 100 m?
→ AC1: ideal for a few households, a small co-ownership, or a street.
You have several buildings under the same legal entity?
→ APS: perfect for multi-site companies or institutions.
You want to create a local project with your neighbourhood, your municipality or several small or medium sized businesses?
→ CEL: the collaborative model for local communities (≤ 300 m).
You want to build a broader community with multiple members (> 300 m) who are not representing the same legal entity, even spread across the whole country?
→ CER: a great solution for larger, national-level energy sharing initiatives.
And if I’m not sure?
Enovos can help you:
identify the configuration that suits your situation,
check technical criteria,
understand the implications (grid fees, number of members, constraints),
onboard your group and ensure its administration.
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.
Payment due dates are shown on all our bills.
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.
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.
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.
You will receive a notification 3 months before the end of your contract.
If you were a naturgas home customer before you subscribed to fix naturgas, you do not need to sign a new contract, you will automatically be switched back to naturgas.
If you subscribed to fix naturgas as a new customer, we will guide you towards a suitable product and a new contract will be sent to you.
In the case of a significant market price decrease, we may be compelled to review our prices downward.
As a self-consumer, you have access to the dynamic rate under the same conditions as a grid-consumer customer.
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.
If you move, we will be able to supply you with fix naturgas at your new address, as long as you are part of the gas network and have a gas meter.
To inform us of this new address, please use our my.enovos customer portal.
If an energy sharing group doesn’t produce any energy, its members will rely entirely on their individual active electricity contracts with their suppliers to cover their energy needs. However, the community can still remain active and ready to utilize any future energy production.
If your production exceeds what the community consumes, the unused energy is fed into the national grid. You’re then compensated based on your injection contract with your energy supplier.
Enovos will compensate only the available funds, and allocate the losses to the producers according to the volumes each of them delivered to the sharing group in a certain period (monthly).
Unfortunately, if you are not part of the gas grid, Enovos cannot supply you with natural gas. You can consult the gas network here.
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.
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.
Energy sharing is a model where electricity generated by one or more producers is directly shared with a group of consumers, such as neighbors or community members.
The energy flows within a defined group, allowing participants to consume locally-produced electricity, benefit from lower costs (e.g. grid fees), and promote more sustainable, decentralized energy use.
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.
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.
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.
Dynamic naturstroum is an open-ended contract. You can terminate it at any time. Please note that the termination process may take up to 21 days.
The Connect discount is a monthly discount of €2.50 applied to your invoices. It combines two separate discounts:
- Paperless Billing: −€0.50/month for paperless billing, meaning you receive your invoices by email only.
- SEPA Direct Debit: −€1.00/month for SEPA direct debit, meaning due amounts are automatically debited from your bank account.
If you combine both options, an additional €1.00/month discount applies — bringing the total to the Connect discount of €2.50/month.
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.
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.
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.
A negative price means that the price per kWh is less than €0. You will therefore be billed for injecting your production into the grid.
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.
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.
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.
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.
You can subscribe at any time. To do so, contact our serviceline and an agent will send you your contract. For all new clients, dynamic solar will begin the day you sign the contract. If you already have a contract and you change towards dynamic solar, the contract will be effective the first of the month after you sign the contract.
You can monitor your production and consumption flows within the customer portal.
If you’re in Luxembourg and willing to join or establish an energy sharing group, several trustful information sources can help you on your journey:
1- ILR: The Luxembourg Regulatory Institute (ILR) is an independent authority overseeing key sectors such as electricity, gas, telecommunications, postal services, and railways. It ensures fair competition, market transparency, and consumer protection. ILR also promotes energy transition initiatives like energy sharing and self-consumption on their platform: We Share Energy
2- Creos: Creos facilitates the creation of energy sharing groups on the Luxembourg National Energy Platform LENEDA. Each Sharing Group must be set up on Leneda prior to starting Enovos Energy Sharing Service. This set up enables the measurement of the shared electricity at each member`s metering point. Creos provides detailed information on how to set up sharing groups on Leneda, for both collective self-consumption or energy communities set ups. Their platform outlines the steps to initiate and manage such groups: I share my energy
3- LENEDA: LENEDA (Luxembourg National Energy Platform) is a centralized platform designed to collect, manage, and share energy-related data in Luxembourg. It supports transparency, innovation, and decision-making in the energy sector. LENEDA facilitates access to reliable data for stakeholders, enabling the development of smart energy solutions: Leneda
4- Enovos: Enovos Luxembourg S.A. is the leading energy supplier in Luxembourg. It provides electricity, natural gas, and renewable energy. Enovos is committed to the energy transition, that’s why they provide an Energy Sharing Service to ease the management of such a group: Enovos – your energy expert in Luxembourg
All entities can be part of an energy sharing group including individuals, SMEs, local authorities, municipalities, syndicates, and large companies. Depending on the profile of the prospective group members, there may be limitations in which type of group configuration you are eligible for.
As part of an energy-sharing group, members have the freedom to agree together on what’s called an “energy sharing group tariff.” This means you can negotiate a price for buying and selling energy that works best for everyone in the group. The internal price is a fixed rate which applies to all members of the same group. This price, referred to as Energy Sharing Tariff can be set up by your legitimate Group Representative only (as he has the mandate to communicate it to Enovos on behalf of the whole group). It will be possible to adjust this Tariff every 90 days.
Setting up an Energy Sharing Tariff for your Energy Sharing Group is about finding the right balance between producing and consuming group members:
If you’re a producer, setting a price too high may drive consumers to explore other options,
If you’re a consumer, expecting too low prices may make it challenging to find a suitable sharing group.
To find the right balance, we recommend choosing a price that benefits both sides – typically somewhere between the production market value and the price of your regular energy supply contract. This way, everyone involved gains financially from the arrangement. At Enovos, we’re here to support and guide you through this process to help you make the best decision for your group.
All low-voltage residential customers, provided they have a smart meter.
Any customer with a photovoltaic installation and an activated smart meter.
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.
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
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
Electricity tariffs are largely tied to the European electricity market. Although we strive to offer affordable green energy by limiting price increases, various geopolitical crises have significantly impacted energy markets, leading to adjustments in the prices we must apply.
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 my.enovos. 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 my.enovos.
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.
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.
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.
Please note: the PAYG option is only available for electricity contracts!
Fraudsters seek to gain recipients’ trust by posing as a well-known company. By using the company’s name, logo or visual identity Enovos, they hope to persuade customers to click on a link, make a payment or provide personal information.
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.
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.
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.
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).
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/
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.
The limited subscription period and the duration of a fixed-rate offer allow us to make projections for the coming years and buy a precise quantity of electricity.
“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.
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.
No, because every month you receive a remuneration based on your production injected into the network, it is not an estimation.
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 Enovos customer, you can view your consumption and production on my.enovos.