How can we help you?
Our FAQ and guidelines
On this page, you'll find everything important about the following topics: Billing, Meter Readings, Contract-related questions, Product inquiries, and General guidelines. Didn't find something? We look forward to your inquiry!
Billing and Payment
What information can I find on the invoice?
We have outlined how an invoice is composed with clarity for you here.
Who can answer questions about my invoice?
If you have any questions about the content of your invoice despite the provided information, our colleagues will be happy to answer them. Submit your questions, indicating the invoice number and your contract account number, via email to hilfe@enloc.de and we will get back to you within 3 business days.
I need my invoice again. Where can I get it?
If you need your invoice reissued, please contact our customer service. Have your invoice and contract account number ready so that we can quickly provide you with a copy of your invoice.
How can I change my billing address?
To prevent just anyone from doing it: please send us an email to hilfe@enloc.de , stating your contract account number, and simply inform us in writing of your new billing address.
How can I change my bank details?
Goodbye typos! Our customer service can easily adjust your bank details for you. We just need an email to hilfe@enloc.de with information about the new bank details and your contract account number for identification.
I want to change my payment settings. Who do I need to contact?
Whether you prefer self-payment or direct debit, you can simply inform our customer service at hilfe@enloc.de and they will make the necessary changes if needed.
I have questions about my installments. Who can I contact?
Simply send us your question with your contract account number to hilfe@enloc.de. We will get in touch with you as soon as possible to clarify any uncertainties.
When will my credit be paid out?
Credits are always paid out in the next billing cycle.
Meter
Why hasn't my meter been billed yet?
For the billing of meters, a meter reading is always required. Please send us the meter reading by email to hilfe@enloc.de
How can I provide you with my meter reading?
To avoid typos, please send us your current meter reading, indicating the meter and contract account numbers, by email to hilfe@enloc.de.
How do I register a new meter?
Registering a new meter requires written form - please do it easily through hilfe@enloc.de.
Is a specific meter being supplied?
To quickly clarify this question, inform us of the respective meter number / market location either by email to hilfe@enloc.de or by phone.
Contract and product inquiries
Where do I get a contract confirmation / an installment notification?
A contract confirmation and the installment notification are one at Enloc. We would be happy to send you the respective email by emailing us at hilfe@enloc.de, indicating your contract number.
What is the billing address?
Enloc Energy GmbH
Am Schießhaus 1-3
01067 Dresden
What is the postal address?
Enloc Energy GmbH | GA93622269
c/o Deutsche Post E-POST Solutions GmbH
Dudenstraße 46
68167 Mannheim
What email can I use for general questions?
For further questions, comments, or concerns, please send us an email at hilfe@enloc.de. We handle your message internally and will get back to you within three business days with a solution or an appropriate contact.
Alternatively, please use the customer service of Enloc World. To clarify this question quickly, please let us know the relevant meter number/market location either by email to hilfe@enloc.de or by telephone.
Book your appointment now with our customer service
For further questions, please contact Enloc World's customer service. Schedule a personal appointment with our service team. Please have your customer or contract account number ready.
