I submitted the wrong account number but I see the correct one in the Discovered Station. What should I do?
- Check the box next to the correct account details in Discovered and press Enroll.
- Check the box next to the incorrect account details on the Enroll page, press Edit, and press Unsubscribe.
What’s the difference between a Primary and Secondary account?
The Primary provider is the utility that sent out the utility bill. This utility can be the supplier or the distributor, since there are situations where either utility will generate a bill. The Secondary is the additional provider mentioned on the bill generated by the Primary provider.
How do I request history for an account I enrolled from the Discovered Station?
When you enroll a discovered account, by default, you’ll receive the current statement and all bills going forward, but not any previous statements. To request history for a discovered account, you must submit an Activation Form with the account details and the History column marked with an “x”.
Why does history take longer and how will I know it’s complete?
Navigating to historical data is more complex for Urjanet's data extraction templates. Additionally, older bills are likely to have been presented in a different format than current bills. In both cases, our templates must be adjusted to accommodate these changes.
Completion of historical data extraction is confirmed via the Zendesk ticket that is created when you submit an Activation Form.
What are discovered accounts?
Some utilities allow multiple utility accounts to be managed by a single user. When Urjanet’s system logs into a utility website using the provided credentials, it will “discover” every utility account accessible to that user. Any discovered accounts that have not been enrolled via an Activation Form or the Portal will appear in the “discovered accounts” area of the Portal. From here, they can be easily enrolled.
How do I delete or merge my mixin/CNBD fields?
In the Portal, navigate to the Custom Fields page under the manage tab. Find the mixin you want to delete or merge in the list, and press the radio button next to it.
- To delete the mixin field, press delete. A confirmation dialog will appear. When you are sure you want to delete the field, press Confirm.
- To merge the mixin field with another, make sure you have selected the field you want to take precedent (overwrite) any conflicting data in the field to be merged. Press Merge. In the dialog that appears, find the mixin field to be merged and press the corresponding radio button. Press Confirm.
How do I manage mixin?
You can update mixin/CNBD data for an individual account by selecting the account and clicking “Edit,” or you can update in bulk on the Custom Fields page.
What if I make a mistake?
Some mistakes, like missing account fields or credential fields, will be fixed when you validate the Activation Form. If you made a mistake during validation, or you made an error that was not fixed during this process, you can edit the details for an account. Locate the account in requests on the enroll page, or account status under the manage tab, and check the box next to it in the list. Press Edit, and change the necessary details.
Can I upload multiple Activation Forms in one day?
Yes. In fact, Urjanet recommends splitting out Activation Forms on a per-provider basis. You will have to validate the account information on each form separately. As always, please be sure that each Activation Form contains only new information – submitting the same account more than once will result in duplicates that must be manually removed.
How can I track the progress of my Activation Form?
You can check on Activation Form status in the Portal. Navigate to the enroll page, and click on forms. The Status column shows where the form is in the process:
- IN-PROGRESS indicates missing credential fields, required provider mapping, or duplicate accounts that need resolving.
- INCOMPLETE indicates missing account fields that are required to enroll accounts.
- PROCESSED indicates the accounts in the form were enrolled successfully, or the Activation Form was manually finalized by the user.
What if I don’t know my account numbers?
If you have login credentials: Most utility providers make account numbers available online. If you know the login credentials for the utility account, you can manually log in to acquire your account numbers – either from an account summary page, or from a recent bill statement. Please note that some utility providers will only allow you to access bills online by enrolling in e-billing, which may cause paper statements to stop being mailed to the service address.
If you don’t know/have the credentials: If you haven’t yet set up an online account with your utility provider, or you don’t have the login credentials for their website, your ability to get to your account numbers will vary by provider. In some cases, a service address and tax ID will suffice as registration information. In other cases, web access will not be possible without the account number. You must follow the instructions on the utility provider’s website or call them to find out if you can access the account.
If you only know summary acct info: If you know that multiple accounts are managed within a single summary account or utility website user account, you should be able to find account numbers by logging in. Urjanet’s system will automatically discover any accounts behind the provided credentials. If you have not specifically enrolled those accounts, they will move to the “discovered” area in the Portal. Enrolling accounts from there is fast and easy.
Will Urjanet turn off paper?
Urjanet will not turn off delivery of paper bills. Some utility providers will not allow access to e-bills unless the account holder agrees to halt paper bill deliveries. Urjanet will create a Zendesk ticket to advise you of the issue. If you are enrolling your customer’s accounts on utility websites, please be wary that turning off paper statements will affect how they receive their bill!
What if a utility isn’t available? Do I still list it in the Activation Form?
Yes. If we do not currently support a utility, we will develop a template to extract data from the provider’s website. Initial delivery can take over a month in these cases. Accounts will remain in the Requests section as we build the template.
What is the Portal process?