Frequently asked questions
My connection says "Needs attention." What should I do first?
My connection says "Needs attention." What should I do first?
Open the connection and run the reconnect flow. Most issues are caused by changed credentials,
required MFA, or updated utility portal prompts.
A magic link says it is expired or invalid. Can I recover it?
A magic link says it is expired or invalid. Can I recover it?
Expired links cannot be reused. Generate a fresh link and resend it. If links keep expiring
immediately, confirm the recipient is opening the latest URL.
Why did browser sign-in fail during connection setup?
Why did browser sign-in fail during connection setup?
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.
My upload failed. Which file limits should I check?
My upload failed. Which file limits should I check?
Verify file type, size, and batch size limits. Large uploads may need splitting into smaller
batches, and unsupported formats should be converted before retrying.
I connected successfully but do not see bills yet.
I connected successfully but do not see bills yet.
Initial pulls usually take a few days. Confirm the connection is healthy, start date is
appropriate, and the utility portal actually has available historical statements.
How do I know whether to use Connections, Uploads, or Manual entry?
How do I know whether to use Connections, Uploads, or Manual entry?
Use Connections for recurring automation, Uploads for historical or one-off documents,
and Manual entry for corrections or non-digital bills.
A client cannot complete a magic link flow. What should I send support?
A client cannot complete a magic link flow. What should I send support?
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.
Where can developers implement embedded connection workflows?
Where can developers implement embedded connection workflows?
Start with Magic link integration and
Connection statuses in the Developer Guide.