FAQ

Q.
Which browsers are compatible with the New MyTerna Portal?
A.
Browsers compatible with the New MyTerna Portal are:
  • Google Chrome;
  • Microsoft Edge;
  • Mozilla Firefox;
  • Apple Safari;
Q.
How can I reset my password?
A.
To reset your password, if you have not logged in yet, click on the «Login» button on the homepage of the New MyTerna Portal, then click on the link «Forgot your password or your username?» and follow the suggested steps; if you have already logged in, you need to log out first in order to follow the steps above.
For additional details refer to the specific user guide.
In case of further issues, please feel free to contact the Call Center team from Monday to Friday (8.30 - 17.30) at the number 800.999.333.
Q.
Why was I denied to access the New MyTerna Portal?
A.
If access to the New MyTerna Portal is denied, it is necessary to verify if the credentials entered are correct and, if needed, proceed with a password reset. For further information on the password reset procedure, please refer to the relevant FAQ.
Q.
Which are the mandatory documents to be submitted in the first place for the registration of a new Electricity Operator – Legal Type?
A.
The mandatory documents to be submitted in the first instance for the registration of a new Electricity Operator – Legal Type are the following:
  • Valid Super User Identity document,
  • Super User mandate,
  • Chamber of commerce certificate: document enabled only if the Country of the Legal Head Office of the Electricity Operator is Italy and the release date does not exceed 6 months.
In addition, the following documents are optional:
  • Reverse Charge: document enabled only if the User has modified the attribute «Activity Type», selecting one of the following types of operation: «Injection/Withdrawal Dispatching Contract», «Interruptibility scheme Contract», «Interconnector program Contract/Shipping service Contract»,
  • Anti-mafia certificate: document enabled only if the User has modified the attribute «Activity Type» selecting «Request/Modification of connection to the National Transmission Grid».
Q.
Which are the mandatory documents to be submitted in the first place for the registration of a new Electricity Operator – Normal Type?
A.
The mandatory documents to be presented in the first instance for the registration of a new Electricity Operator – Normal Type are the following:
  • Super User mandate,
  • Valid Identity document of the Electricity Operator – Normal Type.
In addition, the following document is optional: Anti-mafia certificate, document enabled only if the User has modified the attribute «Activity Type» selecting «Request/Modification of connection to the National Transmission Grid».
Q.
What is the maximum size allowed for attachments?
A.
Only documents not exceeding 128 MB can be uploaded.
Q.
Which are the first steps to be taken to start a Trade Relationship Stipulation?
A.
To start a Trade Relationship Stipulation, access the section «Operations», subsection «Trade Relationship», item «Trade Relationship Stipulation» within the New MyTerna Portal. Once you reach the section «Stipulation Practice», select the Trade Relationship of interest in the drop-down menu «Trade Relationship Type», and follow the guided procedure. From the New MyTerna Portal, it is possible to request the Stipulation for the following Trade Relationships:
  • Aggregation Measures Convention;
  • CTR Convention;
  • Injection Dispatching Contract;
  • Withdrawal Dispatching Contract.
For further information about the Trade Relationship Stipulation, please refer to the relevant Manual for the Trade Relationship.
Q.
Where can I find my Trade Relationships?
A.
You can find your Trade Relationships by accessing the «Operations» section, subsection «Trade Relationship», item «Trade Relationship List» within the New MyTerna Portal.
Q.
Where can I find my Practices?
A.
You can find your Practices by accessing the «Operations» section, subsection «Trade Relationship», item «Practice List» within the New MyTerna Portal.
Q.
Where can I find my Requests?
A.
You can find your Requests by accessing the «Operations» section, subsection «Service Request», item «Service Request» within the New MyTerna Portal.
Q.
Is it possible to know the status of my Trade Relationship?
A.
To view the status of a specific Trade Relationship, access the section «Operations», subsection «Trade Relationship», item «Trade Relationship List» within the New MyTerna Portal, where the relevant Status is visible for each Trade Relationship in the field «Status Reason».
Q.
Is it possible to know the status of my Practice?
A.
To view the status of a specific Practice, access the section «Operations», subsection «Trade Relationship», item «Practice List» within the New MyTerna Portal, where the relevant Status is visible for each Practice in the field «Status Reason».
Q.
Is it possible to know the status of my Request?
A.
To view the status of a specific Request, access the section «Operations», subsection «Service Request», item «Service Request» within the New MyTerna Portal, where the relevant Status is visible for each Request in the field «Status Reason».
Q.
Why is my Request in the «Request For Information» status?
A.
If the information entered is not correct/complete, the Terna Team may request its integration. The Electricity Operator will receive an email stating that the Request has been updated by the Terna Team and that it is necessary to refine the information entered, by accessing the Portal through the link provided in the email. To view the reasons why a given Request is in the «Request For Information» status, select the Request of interest in the New MyTerna Portal and view the «Notes» section, containing the information to be integrated and the related reasons.
Q.
Where can I see the Tickets opened by Terna?
A.
You can find Tickets opened by Terna by accessing the section «Operations», subsection «Service Request», item «Requests by Terna» within the New MyTerna Portal.
Q.
Where can I see the Tickets open on Terna?
A.
You can find the Tickets opened to Terna by accessing the section «Operations», subsection «Service Request», item «Service Request» within the New MyTerna Portal, and selecting the «Inbound Contact» item from the drop-down menu.
Q.
How can I contact the MyTerna Call Center to request support or information?
A.
In the New MyTerna Portal there is a banner offering the following options for contacting the Call Center:
  • @Write Us, to send a generic email asking for support;
  • @Contact Us, to address a specific request through the guided completion of a form. Depending on the fields entered, the system will direct an automatic reporting email to the appropriate Terna Team;
  • Toll-free number, for direct support from an operator by calling 800.999.333, active Monday to Friday (8:30 a.m. to 5:30 p.m.).