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Use this page to troubleshoot data collection issues in Data Input.

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Frequently asked questions

Open the connection and run the reconnect flow. Most issues are caused by changed credentials, required MFA, or updated utility portal prompts. If the status is MFA Token Expired, see the MFA triage flow for step-by-step guidance.
Expired invitations cannot be reused. Create a fresh invitation and resend it from Data Input > Invitations. If links keep expiring immediately, confirm the recipient is opening the latest URL. Legacy magic links behave the same way — if you still have any outstanding, switch to invitations for future shares.
Browser-based sign-in may fail when utility portals block the flow or additional auth steps are required. Retry with standard credential entry or complete reconnect with updated prompts.
Verify file type, size, and batch size limits. Large uploads may need splitting into smaller batches, and unsupported formats should be converted before retrying.
Open the upload job in Data Input > Uploads, find the document, and choose Reprocess with feedback. Add required feedback (and optional site or account overrides), then submit. Nectar starts a new job with source Reprocess, marks the original document Reprocessed, and replaces any bill created from that file. See Upload job details — Reprocess with feedback.
The bill created from that document is deleted and replaced by the result of the new processing run. For a merged PDF that was split into multiple bills, those bills are replaced together. Track the new job from Data Input > Uploads.
Yes. On the upload job details page, use Original on each document row to preview or download the as-uploaded file. Originals are available as soon as the job is created, including while processing is still running.
Initial bill pulls typically take 1–3 business days after a successful connection. The first check runs within an hour; after that, Nectar checks weekly for new bills. If no bills appear after 3 days:
  1. Verify the connection status is Connected (not Pending or Error)
  2. Confirm the data collection start date includes the period you expect bills for
  3. Check that the utility portal actually has downloadable statements for those dates
Some utilities take up to a week to make new bills available in their portal. If it’s been more than 5 business days and the connection is healthy, email [email protected] with the company name and connection.
Most documents are processed in under 5 minutes. Typical timing by volume:Track progress on the Data Input > Uploads page — each document shows its own status (Processing, Processed, Duplicate, Error, Non-utility). If a document stays in Processing for more than 30 minutes, it likely encountered an extraction issue and will resolve to Error. Try reprocessing with feedback or contact [email protected].
Use this timing guide to decide whether to wait or contact support:When escalating, include: company name, connection or upload job ID, when the issue started, and any error messages you see. Email [email protected].
Deleted connections cannot be restored. Deletion is permanent — it removes the connection and stops future collection, but all historical bills, accounts, and meters that were already collected remain in your data inventory.If you need to resume collection for the same utility account, create a new connection. Nectar will match incoming bills to the existing accounts and meters automatically (based on account numbers and meter identifiers), so you won’t get duplicates.Tip: If you only want to temporarily stop collection, use Deactivate instead of Delete — deactivation is reversible with one click.
Use Connections for recurring automation, Uploads for historical or one-off documents, and Manual entry for corrections or non-digital bills.
Include the company name, time of attempt, utility provider, and screenshots/error text. This helps support identify whether the issue is credentials, MFA, or provider-side behavior. Check the invitation’s Activity log first — it shows whether the link was viewed and where the flow stopped.
Start with Connection invitations and Connection statuses in the Developer Guide.

Data input overview

Compare all input methods and when to use each.

Connections

Set up and manage recurring portal syncs.

Uploads

Ingest PDF/image bills, preview originals, and reprocess with feedback.

Troubleshooting

Detailed issue-specific guidance.