Deep links can fail if the ID is invalid, the record was removed, or you are in the wrong company
context. Open the entity from the table list and verify the selected company.
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?
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?
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?
Review identifiers on both records — open the bill PDFs and compare the numbers. If the records
represent the same physical meter, use Merge meters from the meters list (same-account
requirement). If one is clearly extra, use Mark as duplicate to exclude it from reporting while
preserving the data. See Handling duplicate meters
and Merging meters for the full workflows.
Why did my meter's primary ID change?
The value you see as the main meter label is not a separate fixed name — Nectar selects it from
the identifiers stored on that meter. Your account can
define which identifier types to prefer (primary and secondary). If you add or edit an
identifier, change those account settings, or a new bill supplies a value for a preferred type,
the label shown can update even though it is the same meter. See Primary ID
in the glossary for the full definition.
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?
How do I merge two meters that represent the same physical device?
On Data Inventory > Meters, select the rows (same account required), choose Merge meters, and
complete the merge preview. If you only need to exclude a duplicate from reporting, Mark as
duplicate may be faster—see Meter detail.
Why does the entity search show “preview” and “open in new tab” actions?
Selectors and compact pickers let you verify the right bill, account, or meter before you commit.
Preview opens the sheet; open in new tab jumps to the full page—useful when filling forms or
reconnect flows.
Where do in-app notifications appear?
Product notifications use the Notifications inbox in the sidebar (bell). Email and other channels
are configured separately under Personal settings. The inbox is
for messages generated inside the platform, not for raw utility email forwarding.
The Primary ID column shows the wrong identifier. How do I change it?
The Primary ID is controlled by the account’s Primary identifier setting. Open
Data Inventory > Accounts, find the account, click Edit, and set Primary identifier to the
type you want (e.g., “Meter” for meter serial numbers). See
Controlling which identifier is displayed.
