Frequently asked questions
I cannot open a record from a shared URL. Why?
I cannot open a record from a shared URL. Why?
The bill preview says "Document not available." What should I do?
The bill preview says "Document not available." What should I do?
Retry from the bill detail view, then open/download the raw file if available. If the issue
persists, report the bill ID to support.
Why do line items not match total charges?
Why do line items not match total charges?
Some bills need manual reconciliation. Review line-item categories and charge mapping, then
adjust fields until totals reconcile in the detail panel.
Why can I not reveal stored utility credentials?
Why can I not reveal stored utility credentials?
Credential visibility is permission-gated. Use reconnect/update flows if you do not have the
required role, or ask an authorized admin to perform the action.
A meter or account appears duplicated. How do I resolve it?
A meter or account appears duplicated. How do I resolve it?
Review identifiers (account IDs, meter numbers, addresses), then merge/correct records according
to your company’s data governance process.
Why are usage units inconsistent across records?
Why are usage units inconsistent across records?
Utility source data and commodity types can differ by provider. Standardized analytics fields may
differ from raw bill values; check both when reconciling.
Where should I troubleshoot missing records first?
Where should I troubleshoot missing records first?
Check Data Input FAQ for collection issues, then
Data Quality FAQ for validation and completeness gaps.