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When a connection encounters an issue, its status changes to an error state. Common error statuses include:
StatusMeaning
Password IncorrectThe stored credentials no longer work. The password may have been changed on the utility portal.
MFA Token ExpiredA multi-factor authentication token has expired and needs to be refreshed.
New Password NeededThe utility portal is requiring a password reset before allowing login.
Website DownThe utility provider’s website is temporarily down or unreachable.

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How to reconnect

  1. Navigate to the connection detail page by clicking the connection in the Connections list.
  2. Click the Reconnect button in the connection header or actions menu.
  3. The reconnect wizard walks you through re-entering your credentials in the embedded browser view.
  4. Once credentials are verified, Nectar resumes automatic bill collection.
The reconnect flow works for both online connections (portal-based) and email connections (forwarding-based).
For a complete reference of all connection statuses and what they mean, see the Connection statuses cookbook.

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Preventing disconnections

To reduce the chance of a connection breaking:
  • Avoid changing your utility portal password without updating it in Nectar.
  • Disable MFA on the utility account if possible, or use an app-based MFA that Nectar can handle.
  • Check the Needs Attention tab on the Connections page regularly to catch issues early.