When you see an 'Account Inactive' issue on a Utility Sync account, it most likely means that the account number has changed, the building was sold, or there are no new bills coming in.
Your path to resolving the issue will depend on what’s causing it:
A. If the account number has changed, you will want to deactivate the incorrect/old account number, and enroll the correct/new account number:
- Head to the 'Utility Sync' tab from the landing page in Measurabl.
- Select the site and account with the issue you’re solving.
- Deactivate the incorrect/old account number by scrolling down to the 'Accounts' > Click the ellipsis to the right of the account number > Deactivate.
- Next, add the correct/new account number in the “Add Account Numbers” field.
B. If the account number is still active, and new bills are expected - please reach out to our support team to let us know.
C. 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.
Feel free to submit a request or email us directly if you have any questions!