How to: Resolve Account Not Found Issues

An 'Account Not Found' issue on a Connect account 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 was an account number change or a typo in the account number, you will want to deactivate the old/incorrect account then enroll the new/correct account:

To start, head to the Connect Dashboard

How to: Deactivate a Connect or Bill Upload Account

1. Select open the site and account with the issue you’re solving.
2. Scroll down to the 'Accounts' section
3. Click the vertical ellipsis to the right of the account number > 'Deactivate Account'

How to: Enroll Connect Accounts

1. Select the 'Add Utility Account' button
2. Fill out the required fields
3. Save

B. If the account number is no longer active. For example, the tenant has moved out or if you've transferred ownership of the account. You will want to deactivate the account.

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

1. Add the utility account(s) as you would a new account with the correct credentials.
2. Deactivate the old account number