Skip to main content
Need help in this area? See Data Input FAQ.
Video walkthrough coming soon. A Loom video demonstrating this page will be added here.
Screenshot coming soon. A screenshot of this feature will be added here.
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 ExpiredAutomated logins can’t complete MFA — forwarding or the MFA session 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 unavailable.

​
How reconnect works

What you see after Reconnect depends on the status:

​
Credential errors (password and security prompts)

For Password incorrect, New password needed, Additional credentials needed, and similar, Reconnect opens the sign-in flow: confirm the provider, then enter credentials (and any prompts) in the embedded browser. After verification, Nectar resumes collection.

​
MFA token expired

For MFA token expired, Reconnect does not start with the username and password screen. Nectar opens MFA forwarding setup — the same kind of email or SMS forwarding configuration you use when MFA is required on a new connection. You choose how login codes reach Nectar, confirm the setup, and you can turn off MFA for this connection if the utility portal no longer requires multi-factor (optional escape hatch).

​
Steps

  1. Open the connection from Connections and click Reconnect.
  2. Follow the wizard: for credential errors, update login details; for MFA token expired, complete MFA forwarding (and confirm or disable MFA as appropriate).
  3. After you finish, Nectar retries 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 API values, see the Connection statuses in the developer guide.

​
Preventing disconnections

To reduce the chance of a connection breaking:
  • Avoid changing your utility portal password without updating it in Nectar.
  • Keep MFA forwarding current if the portal requires MFA on every login — when codes stop reaching Nectar, the connection will show MFA token expired until you reconnect and refresh forwarding.
  • Check the Needs Attention tab on the Connections page regularly to catch issues early.