> ## Documentation Index > Fetch the complete documentation index at: https://docs.nectarclimate.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting data input > Common issues with connections and uploads, and how to resolve them quickly. Need help in this area? See [Data Input FAQ](/platform/data-input/faq). Don't worry — most data input issues are straightforward to fix. Whether a connection stopped working or an upload didn't process correctly, this page covers the most common problems and tells you exactly what to do about them. The good news: Nectar flags issues proactively. You don't have to go looking for problems — they show up on your [Dashboard](/platform/dashboard) and in the connection list, with clear status labels that tell you what went wrong. ## 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. Status labels match the [Glossary — Connection status](/platform/glossary#connection-status). Use the table for what each status means, what often causes it, what to do next, and how long things usually take. | Status | What it means | What likely caused it | What to do | Timing | | --------------------------------- | ---------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- | | **Connected** | Everything is working normally. Nectar is collecting data on its regular weekly schedule. | — | Nothing — you're good. | **Healthy.** No action needed. | | **Pending** | The connection was just created and is waiting for its first collection run. | — | Sit tight — the first collection usually finishes within a few hours; in some cases up to 48 hours. | **Normal** for new connections. | | **Under Investigation** | The Nectar team is actively looking into an issue with this connection. | Could be a utility website redesign, an unusual error, or a technical issue that requires Nectar's engineering team to look at. | No action required on your end. Email [support@nectarclimate.com](mailto:support@nectarclimate.com) if you'd like a status update. | **Nectar is handling it.** Typically resolved within a few business days. | | **Password Incorrect** | The utility website rejected the login credentials. This usually means the password was changed recently. | The utility password may have changed, or the credentials were entered incorrectly during setup. | Use the **Reconnect** action to enter the correct password. If someone else manages the login, ask them for the updated password or send a reconnect [invitation](/platform/data-input/invitations). | **You need to take action.** Data collection is stopped until this is resolved. | | **MFA Token Expired** | Nectar can’t finish automated login because MFA codes aren’t reaching the system or the MFA session expired. | The portal needs MFA on every login; forwarding or session handling needs to be refreshed. | Use **Reconnect** — Nectar opens **MFA forwarding** setup. See the [MFA triage flow](/platform/data-input/mfa#triage-flow-fixing-an-mfa-connection) for step-by-step guidance. | **You need to take action.** | | **New Password Needed** | The utility website is forcing 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. | **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. | | **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, email [support@nectarclimate.com](mailto:support@nectarclimate.com). | **You need to investigate.** | | **URL Inaccessible** | The utility portal URL is unreachable — the site may have moved, been taken down, or blocked Nectar's requests. | The provider may have changed domains, the URL may be incorrect, or access may be blocked. | Verify the URL still works in a browser. If it does, email [support@nectarclimate.com](mailto:support@nectarclimate.com). | **You need to investigate or email [support@nectarclimate.com](mailto:support@nectarclimate.com).** | | **Company Inactive** | Your company has been deactivated in Nectar, so connections cannot run. | The company was deactivated in Nectar. | Email [support@nectarclimate.com](mailto:support@nectarclimate.com) to reactivate your company. | **Email [support@nectarclimate.com](mailto:support@nectarclimate.com).** | | **Deactivated** | This connection has been deactivated. Data collection is stopped, but all historical data and documents are preserved. | Someone on your team deactivated the connection from the actions menu, or via the API by setting `isActive: false`. | Open the actions menu on the connection and click **Activate connection**. The next collection runs on the regular weekly schedule. | **You took action.** Activates immediately when you click Activate. | | **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. | Email [support@nectarclimate.com](mailto:support@nectarclimate.com) with the connection name and company name. | **Email [support@nectarclimate.com](mailto:support@nectarclimate.com).** | ### How to reconnect Go to **Data Input > Connections** and look for the connection with the error status. Error connections are highlighted so they're easy to spot. Click on the connection to see its full details, including the specific error message and when the issue was first detected. Click the **Reconnect** action. This opens the right flow for the error: credential steps for password issues, or **MFA forwarding** setup when the status is **MFA token expired**. For **Password incorrect**, **New password needed**, or **Additional credentials needed**, enter updated credentials in the embedded browser and submit. For **MFA token expired**, complete **MFA forwarding** (how codes reach Nectar), confirm, or turn off MFA if the portal no longer requires it — you do not re-enter the password on that path. Nectar will attempt a new collection after you finish. Reconnecting preserves everything — all existing accounts, meters, and historical data tied to the connection remain intact. You're updating credentials or MFA forwarding, not starting over. **MFA-specific guidance:** If your connection shows **MFA Token Expired**, see the [MFA overview](/platform/data-input/mfa) for the full triage flow, utility-specific guides, and best practices for keeping MFA connections healthy. ## 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) **What to do:** Try re-uploading a clearer copy of the bill. If the original was a photo, try scanning it with a scanning app to create a cleaner PDF. If the document is genuinely unusual or non-standard, consider using [manual entry](/platform/data-input/manual-entry) to enter the data by hand. ### 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 **What to do:** Open the bill in **Data Inventory > Bills** and manually fill in or correct the missing values. If a specific utility provider's bills consistently have extraction issues, report it to [support@nectarclimate.com](mailto:support@nectarclimate.com) — the team can improve the extraction model. ## 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: Go to **Data Input > Connections** and verify the connection shows **Connected**. If it's in an error state, use [Connection issues](#connection-issues) to find the cause and next steps. Data won't flow until the connection is healthy. 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. Connections are checked **weekly** after they are **Connected**. If the connection was just created, the first bills often appear within a few hours, and in some cases within up to 48 hours while the connection is still **Pending**. For ongoing connections, new data may take up to seven days after the utility posts a new bill. Give it time. 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**. 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. If everything above checks out and data is still missing, email [support@nectarclimate.com](mailto:support@nectarclimate.com) with the connection name, company name, and what you expected to see. The team typically responds within one business day. ## When to email [support@nectarclimate.com](mailto:support@nectarclimate.com) Reach out to **[support@nectarclimate.com](mailto:support@nectarclimate.com)** 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 You can also report a connection issue directly from within Nectar. Click the **Report issue** action on any connection row, sheet, or detail page. This opens a form where you can select the problem category and add details, then sends an email to the Nectar support team with your account information automatically included. When you email, include the **company name**, **connection name** (or bill ID for upload issues), **what you expected**, and **what you're seeing**. Screenshots help too. ## FAQ 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. If the error is **Password Incorrect**, **MFA Token Expired**, or **New Password Needed**, start with whoever manages the utility login — they need to provide updated credentials. For **Under Investigation**, **Website Down**, **URL Inaccessible**, **Company Inactive**, or **Other Error**, email [support@nectarclimate.com](mailto:support@nectarclimate.com) since the issue needs engineering or account help. 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 [support@nectarclimate.com](mailto:support@nectarclimate.com) with details on how often it's happening. The team can investigate whether a permanent fix is possible. 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@nectarclimate.com](mailto:support@nectarclimate.com) for a status update anytime. 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](/platform/data-input/manual-entry) as a workaround. Email [support@nectarclimate.com](mailto:support@nectarclimate.com) if the problem persists. 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**, see [Connection issues](#connection-issues) for guidance. 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. 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 [support@nectarclimate.com](mailto:support@nectarclimate.com) 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](/platform/data-input/uploads). 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](/platform/data-input/uploads) for uploads, but connections to the same portal can produce overlapping data. 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.