How do I resolve Account Inactive issues on my Utility Sync accounts?

When you see this type of issue on a Utility Sync account, it means that the account number has changed or the building was sold.

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

  • If the account number has changed.
    1. Deactivate the old account number:
      • Head to the Utility Sync tab.
      • Select the site with the issue you’re trying to fix.
      • Select the utility provider with the issue you’re trying to fix.
      • Select the settings icon next to the account number with the issue at the bottom of the page and then select "Deactivate Account". 
    2. Add the new account number: select the "+" icon above the “Accounts” table at the bottom of the page.
  • If the site was sold, deactivate all of the Utility Sync accounts attached to that site once final utility bills have been uploaded for the time period when your organization owned the site. If you have questions, please reach out to our support team for next steps.


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