Fixing Utility Sync Issues

You've activated your utility account information, but there's an issue preventing Measurabl from automating your utility data. Let's get utility data flowing again. Here's how:

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FIXING UTILITY SYNC ISSUES

  1. Start on the Utility Sync page of your Measurabl account.
  2. Filter the "Status" column to "Has Issues" to see all sites with issues. A red triangle highlights any issue with a provider or account.
  3. Click on a site and the alert banner tells you details about the issue. Below is information on how to fix those various issues.

USERNAME/PASSWORD FAILURE

The username or password provided is incorrect.

  1. Navigate to the utility provider profile by clicking on a site.
  2. Enter the correct username and password or change the website URL if the login works for another website link.
  3. Click the green save "√". Measurabl will review your changes and remove the flag within 24 hours.

Tip: Sign into your utility portal, and copy and paste your username directly from login.

MISSING SECURITY ANSWERS

The utility provider portal requires security questions to login.

  1. Navigate to the utility provider profile by clicking on a site.
  2. Click "Add Security Question."
  3. Add the security question with corresponding answer and click the green save "√".

Tip: The question doesn't need to be exact but the answer does.

ACCOUNT SETUP REQUIRED

Your utility provider account requires further account setup steps before successful login.

  1. Go to the utility provider's website.
  2. Complete steps required for account setup (i.e. reset password, verify email, etc).
  3. Leave us a note in the "Notes for Measurabl" section of the utility provider profile or send us an email letting us know the account setup is complete. If the account setup requires a new password or username, simply updating the corresponding field is sufficient.

Tip: Click the arrow in the "Website Address" box to go to the utility provider's website.

ACCOUNT NOT FOUND

The activated account isn't available on the utility website with the login information provided.

  • If there is a typo:
    1. Deactivate the account by clicking the settings icon next to the account and then clicking "Deactivate Account" OR by clicking "Deactivate Provider" at the top right of the page to deactivate all accounts in the provider.
    2. Click "+" to add the correct account number.
  • If the account is no longer active:
    1. Deactivate the account by clicking the settings icon next to the account and then clicking "Deactivate Account" OR by clicking "Deactivate Provider" at the top right of the page to deactivate all accounts in the provider.
    2. Click "+" to add the new account number, if applicable.
  • If the account number requires a login that is different than the login you provided:
    1. Add a new utility provider with the correct credentials.
    2. Make sure to carry over any notes and information from the old provider.

E-BILL ENROLLMENT REQUIRED

The utility provider website requires paperless billing to view the bills and/or utility data.

  1. Login to your utility provider's website.
  2. Enroll your account in e-bill (If this process isn't obvious with your provider, contact us).
  3. Leave us a note in the "Notes for Measurabl" section of the utility provider profile or send us an email letting us know that e-billing has been activated.

Tip: If you do not want to sign your accounts up for paperless billing, ask us about offline bill support.

ACCOUNT INACTIVE

The account number has changed or the building was sold.

  • If the account number has changed.
    1. Navigate to to the utility provider profile and click the green "+" under accounts.
    2. Enter the new account number and click "Save".
    3. Leave us a note in the "Notes for Measurabl" section of the utility provider profile.
  • If the site was sold, send us an email.

UNSUPPORTED PROVIDER

The provider listed might be your bill pay provider (i.e. Conservice). We may need access to the actual utility provider website (i.e. Direct Energy).

  1. Navigate to the utility provider profile by clicking on a site.
  2. Click "Delete Provider".
  3. Add a new utility provider with the correct provider credentials.

 

COMMON QUESTIONS

 

Why doesn't the Utility Sync alert disappear after I save my new credentials? 

Measurabl verifies every update, the alert will disappear within 24 hours if correct. If not, Measurabl will reach out to confirm the changes are still incorrect. Even if the alert is still in the profile, your updates have been saved!

Have a different question? 

Measurabl is here for you every step of the way! Please email our Customer Success Team for help.

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