How do I fix my Utility Sync issues?

Measurabl sends out bi-weekly issue emails to alert you of Utility Sync issues at your property that need addressing. See the bottom of this page for specifics on how to resolve each Utility Sync issue.

How to identify your property(s) Utility Sync issue(s):

• Head to the Utility Sync tab
• Look at the column of account cards titled “Account Issues” for a list of all accounts affected by an issue.
  
• Select one of the account cards to access the account inspector, where there will be directions listed on how to resolve the issue.

Utility Sync Issue Summaries & How to Resolve Them

• Username/Password Failure: A username, password, and URL for your utility provider website are required to automate bill entry. If the username, password, and/or website URL for your utility provider are incorrect we will not be able to access the utility portal account and bills.
  • • • Solution to 'Username/Password Failure' issue.
        
        
• Missing Security Answers: Sometimes utility portals require their users to set up security questions for secondary authentication. If your utility provider portal is protected by security questions, Measurabl will need those questions and their associated answers to access the account. If we try to access a portal and there are security questions to which we have no recorded answers, a Missing Security Answers issue is applied.
  
  • • • Solution to 'Missing Security Answers' issue.
        
        
• Account Setup Required: This issue type means that an action must be taken directly on your utility provider website to properly set the account up. That could mean a password update or a verification step. Anything involving portal account management that does not already have a more specific issue in Utility Sync will typically fall under this issue.
  • • • Solution to 'Account Setup Required' issue.
        
        
• Account Not Found: This is one of the most common issue types that occurs with Utility Sync. If we log into a utility portal account, and are unable to find any record of the account number that is  listed in Measurabl, then that account number will be flagged as Account Not Found.
  
  • • • Solution to 'Account Not Found' issue.
        
        
• E-Bill Enrollment Required: This issue applies when your online portal account doesn't have any bills available because it needs to enable electronic billing. If the portal account has some sort of electronic billing option that is not enabled, and there are no bills available, we add an E-Bill Enrollment Required issue. Secondly, if a portal account does have an electronic billing option, and that electronic billing option does appear to be selected, but bills are still not available, we will still add an E-Bill Enrollment Required issue. In very rare cases, we may discover that there are no bills available, and there does not appear to be any way to opt into electronic billing.
  
  • • • Solution to 'E-Bill Enrollment Required' issue.
        
        
• Account Inactive: Generally, this flag is used when accounts that were receiving bills, stop receiving bills. Some utility provider websites will explicitly mark that accounts are no longer active. When active accounts go dormant, they will receive an Account Inactive issue.
  
  • • • Solution to 'Account Inactive' issue.
        
        
• Unsupported Provider: The Unsupported Provider issue is primarily reserved for two specific cases: CAPTCHA/CAPTCHA, and INFRA issues. These are deployed to stop the automation of certain tasks, which interferes with our access to the utility provider portal. In this case, we will add an Unsupported Provider issue.
  
  
• Invalid Bill: The Invalid Bill issue only refers to Utility Sync accounts which you are manually updating bills to. Sometimes, bills are uploaded with in correct/lacking information such as not containing usage, missing key data points, or they are simply difficult to read and/or illegible. When this happens, the specific bills that are invalid are marked, and the provider receives an Invalid Bill issue. To learn more about what is required from your bills, and how to upload them, please refer to this article.
  
  • • • • Solution to 'Invalid Bill' issue.

Feel free to submit a request or email us directly if you have any questions!