Start with connection health
If the connection that usually supplies this data needs attention — expired password, MFA challenge, portal error, or deactivated while you still expect collection — fix the connection first. Do not wait for the next billing cycle while the connection is broken. From the gap sheet:- Open the related connection (Connections table on site gaps, or Check connection).
- Resolve the status (reconnect, update credentials, reactivate).
- Re-check Completeness after the next successful sync.
Then check duplicates and exclusions
Sometimes usage exists on meters marked as duplicates or on superseded accounts, so the active path still shows Missing. Review the Meters tab in the gap sheet:- Confirm duplicate flags and site assignment.
- Ensure the meters you want counted are tracked and on the correct site.
Read the timeline
| Pattern | What it usually means | What to do |
|---|---|---|
| Data before and after this month | Confirmed hole | Upload the bill, enter manually, or ask the site |
| Data before, nothing after — and the connection is healthy | Waiting for a recent bill or collection stopped | If the period is still within the normal billing lag, wait; otherwise check sync and fill the gap |
| Nothing before, data later | Historical lead-in | Upload older bills or confirm collection start dates |
| Nothing in the reporting window | No data set up yet | Add a connection, upload, or remove the commodity if it is not applicable |
Actions you can take
From the gap detail sheet (and related pages):- Check connection — fix credentials, MFA, or reactivation
- Upload bill — add a missing document via Data Input
- Enter manually — record values by hand
- Contact site — draft an email to site data owners (when enabled)
- Site settings — adjust collection window or expected commodities
Related
- Data completeness — timeline, cell statuses, gap sheet overview
- Data Quality FAQ
- Data Input troubleshooting
- Glossary — Coverage gap