How do I address Account Not Found issues on my Connect accounts?

When you see an 'Account Not Found' issue on a Connect account, it means that the account number you entered in Measurabl isn't available on the utility web portal address with the login information provided in Measurabl.

Your path to resolving the issue will depend on what’s causing it:

A. If there is a typo in the account number or if the account number is no longer active (for example if it belongs to a tenant who has moved out) you will want to deactivate the incorrect/old account number, and enroll the correct/new account number:

1. 1. 1. Head to the 'Connect' tab from the landing page in Measurabl.
      2. Select the site and account with the issue you’re solving.
      3. Deactivate the incorrect/old account number by scrolling down to the 'Accounts' > Click the ellipsis to the right of the account number > Deactivate.
      4. Next, add the correct/new account number in the “Add Utility Accounts” field.

B. If the account number requires a utility web portal login that is different than the login you provided:

1. 1. 1. 1. Add the utility account(s) as you would a new account with the correct credentials.
         2. Deactivate the old account number, as shown in step 3 above.
            
            

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