Video walkthrough coming soon. A Loom video demonstrating this feature will be added here.
Screenshot coming soon. A screenshot of this feature will be added here.
Connection issues
Connection problems are the most common type of issue you’ll encounter. Usually, they come down to a changed password, an expired security code, or a temporary utility website outage. Here’s a breakdown of each status, what caused it, and exactly what to do.| Status | What it means | What likely caused it | What to do | Timing |
|---|---|---|---|---|
| Password Incorrect | The utility website rejected the login credentials. | Your client changed their utility website password, or the credentials were entered incorrectly during setup. | Use the Reconnect action to enter the correct password. If it’s a client’s account, ask them for the updated password or send a magic link. | You need to take action. Data collection is paused until this is resolved. |
| MFA Token Expired | A multi-factor authentication challenge needs to be completed (like a text message code or authenticator app). | The utility portal requires periodic re-verification, or the original MFA session timed out. | Use the Reconnect action and complete the MFA step when prompted. You (or your client) will need access to the phone or authenticator app tied to the utility account. | You need to take action. |
| New Password Needed | The utility portal is requiring a password reset before allowing login. | Many utility websites force periodic password resets (every 60 or 90 days). | Go to the utility website directly, reset the password, then use Reconnect in Nectar with the new password. | You need to take action. |
| Additional Credentials Needed | The portal is asking for extra verification — security questions, a PIN, or additional identity confirmation. | The utility website added a new verification step, or it’s asking questions that weren’t part of the original setup. | Use the Reconnect action and answer the additional prompts. You’ll need the answers to any security questions. | You need to take action. |
| Website Down | The utility provider’s website is temporarily unavailable. | The utility company is experiencing an outage, performing maintenance, or has server issues. This happens more often than you’d think. | Nothing. Nectar will automatically retry on the next weekly check. This almost always resolves on its own within a few days. | Resolves automatically. No action needed. |
| Under Investigation | The Nectar team has flagged this connection for review and is actively working on it. | Could be a utility website redesign, an unusual error, or a technical issue that requires Nectar’s engineering team to look at. | Nothing required. The team will resolve it or reach out if they need information from you. Contact support if you’d like a status update. | Nectar is handling it. Typically resolved within a few business days. |
| No Accounts Found | Nectar logged in successfully but didn’t find any utility accounts in the portal. | The utility account may have been closed, the login might be for a different service (like payment-only access), or accounts are hidden behind an additional step on the website. | Log into the utility website yourself and confirm accounts are visible. If they are, contact [email protected]. | You need to investigate. |
| Other Error | Something unexpected happened that doesn’t fit the categories above. | A wide variety of edge cases — unusual portal behavior, network issues, or something new. | Contact [email protected] with the connection name and company name. | Contact support. |
How to reconnect
Find the connection
Go to Data Input > Connections and look for the connection with the error status. Error connections are highlighted so they’re easy to spot.
Open the detail view
Click on the connection to see its full details, including the specific error message and when the issue was first detected.
Start the reconnect flow
Click the Reconnect action. This opens the same flow you used to create the connection originally, but pre-filled with the existing configuration.
Upload issues
Processing failed
The file couldn’t be read or doesn’t appear to be a utility bill. This usually happens because:- The PDF is scanned at very low resolution, making the text unreadable
- The file is a photo taken at an angle or in poor lighting
- The document is corrupted or password-protected
- The file isn’t actually a utility bill (maybe it’s an account summary, a payment confirmation, or an invoice for a different service)
Duplicate detected
Nectar found an existing bill in the system that matches the one you uploaded — same utility provider, account number, service dates, and total charges. If it’s a real duplicate: No action needed. Nectar correctly prevented the same bill from being counted twice in your reports. If it’s a false positive: This can happen with corrected or amended bills that share the same service period as the original. Open the original bill in Data Inventory > Bills and contest the duplicate flag.Missing data after processing
The bill was processed successfully, but some fields are empty or look wrong. This happens with:- Unusual bill formats that the AI hasn’t seen many examples of
- Multi-page bills where data is spread across different pages
- Bills with handwritten notes, stamps, or poor print quality
When your data doesn’t show up
You’ve set up a connection or uploaded a bill, but the data isn’t appearing where you expect it. Don’t panic — work through this checklist:Check the connection status
Go to Data Input > Connections and verify the connection shows Connected. If it’s in an error state, fix the issue first using the guidance in the table above. Data won’t flow until the connection is healthy.
Check Data Quality
Go to Data Quality to see if any items were flagged during processing. Bills with validation issues may not appear in Analytics or exports until the flags are resolved.
Check the timing
Connections are checked weekly. If the connection was just created, the first data typically arrives within a few days. For ongoing connections, new data may take up to seven days after the utility posts a new bill. Give it time.
Check the start date
The data collection start date controls how far back Nectar looks for bills. If it’s set to “Current month” or a recent custom date, older bills won’t be collected. Check the connection’s configuration and the company-level default in Settings.
Check the site assignment
Make sure the connection is associated with the correct site. If data was collected but assigned to a different site than expected, you’ll find it in Data Inventory under that other site.
Contact support
If everything above checks out and data is still missing, email [email protected] with the connection name, company name, and what you expected to see. The team typically responds within one business day.
When to contact support
Reach out to [email protected] when:- A connection has been in an error state for more than a week and you’ve already tried reconnecting
- You see Under Investigation and need a status update
- The same error keeps recurring after you fix it
- You suspect a utility website redesign is causing issues
- Data is missing and the checklist above didn’t help
- You’re seeing behavior that doesn’t match the documentation
FAQ
How long does it take Nectar to fix a connection issue?
How long does it take Nectar to fix a connection issue?
It depends on the type of issue. Problems you can fix yourself (like updating a password) are resolved as soon as you reconnect — usually a matter of minutes. Issues marked Under Investigation mean Nectar’s engineering team is working on it; these are typically resolved within a few business days. Website Down issues resolve automatically when the utility’s website comes back online.
Should I contact my client or Nectar support first?
Should I contact my client or Nectar support first?
If the error is Password Incorrect, MFA Token Expired, or New Password Needed, start
with your client — they need to provide updated credentials. For Under Investigation,
Website Down, or Other Error, contact Nectar support since the issue is on the technical
side.
What if the same issue keeps happening?
What if the same issue keeps happening?
Recurring issues usually point to one of two things: the utility website changes its
authentication flow frequently (some do), or there’s an underlying technical issue. Report
recurring problems to [email protected] with details
on how often it’s happening. The team can investigate whether a permanent fix is possible.
My connection says 'Under Investigation' — what does that mean?
My connection says 'Under Investigation' — what does that mean?
It means the Nectar team has identified an issue that requires engineering attention — something
beyond a simple credential update. Common causes include utility website redesigns, changes to how
a portal handles authentication, or unusual technical errors. The team is actively working on it.
You don’t need to do anything, but you can email support for a status update anytime.
Why is my upload stuck on 'Processing'?
Why is my upload stuck on 'Processing'?
Most uploads complete in under five minutes. If it’s been longer than 30 minutes, the processing
likely encountered an issue. Try re-uploading the file. If it still gets stuck, the document may
be in a format the system can’t read — try converting it to a cleaner PDF, or use manual
entry as a workaround. Contact support if
the problem persists.
How do I know if my connection is working?
How do I know if my connection is working?
A working connection shows the status Connected in your connections list. You should also see
recent bills appearing in the Recent Bills section of your dashboard and in Data
Inventory. If the status is anything other than Connected or Pending, check the issues
table above for guidance.
What if I see 'Website Down'?
What if I see 'Website Down'?
This means the utility provider’s website is temporarily unavailable — it’s on their end, not
yours. No action is needed. Nectar will automatically retry on the next weekly check, and once the
utility’s website is back up, data collection resumes normally. These outages are usually resolved
within a day or two.
Can Nectar connect to any utility website?
Can Nectar connect to any utility website?
Nectar supports hundreds of utility providers globally, but not every utility is available. If you
try to create a connection and can’t find your provider in the list, contact
[email protected] with the utility name and website
URL. The team regularly adds new providers, and many requests are fulfilled within weeks. In the
meantime, you can always upload bills manually.
Why am I getting duplicate bills?
Why am I getting duplicate bills?
Duplicate bills typically happen when the same utility account is connected twice (through two
separate connections) or when you upload a bill that was also collected automatically through a
connection. Check if you have multiple connections for the same utility login. Nectar has built-in
duplicate detection for uploads,
but connections to the same portal can produce overlapping data.
How often does Nectar retry failed connections?
How often does Nectar retry failed connections?
Nectar checks connections on a weekly cycle. If a connection fails (due to website downtime, for example), it will automatically retry on the next weekly check. For issues that require your action (like a changed password), Nectar won’t keep retrying the old credentials — you need to reconnect with the updated information first.