What to send support when an import stops working

Import problems are diagnosed from a handful of specifics. Collecting them before you write in usually turns two or three rounds of questions into one answer.

Always include

1. The import's name, exactly as it appears in the list on Analytics → Data Import. Names are how the import is found — "the electricity import" is not enough when an account has fifteen.
2. Roughly when it last worked. "Data was fine until Tuesday", "it has never delivered anything", "it stopped after we rotated the API key" — each of those points at a different cause. If you know the last date you saw data in a dashboard, say so.
3. The error text under the status badge. On Analytics → Data Import, a failed import shows red error text under its status. Copy it in full; it is truncated on screen, so hover it or widen the column to get the whole message.
4. The health line under the badge for API and webhook imports — "Auto-fetch failing (7×)", "Auto-fetch disabled — API key rejected", "Auto-fetch OK · 3 days ago". Hovering that line shows the last error, which is often more specific than the badge.
5. What changed. Credential rotated, vendor firmware updated, network or firewall change, someone edited the import. Most imports that stop had something happen to them.

For API imports, also send

• The vendor's API documentation — a Swagger/OpenAPI URL, or the spec file itself. This is the single most useful attachment; with it, most configuration problems are answerable without access to your account.
• A sample response from the endpoint that returns readings — a real one, with the values left in, credentials removed.
• A working curl command if you or your supplier has one.

Where the curl example and sample response belong in the product: the API import form has a free-text field called "Additional API Context" (marked "optional — helps with complex APIs"). Paste the curl command, the sample response, and any quirks — a custom header the vendor requires, a response keyed by meter id — into that field when you create or re-create the import. It is read during analysis and again when a failed connection is corrected, so it is the most direct way to hand over that knowledge. An API with no published documentation can often still be configured from a good curl example in this field.

What the assistant can and cannot do here

• It can look up your imports: name, status, when readings last landed, the stored error, and connection health (fetch interval, last error, consecutive failures, next retry). Ask it "what is the status of my imports" and it will read them for you.
• It can check meter health for a building — status and last reading date per meter.
• It cannot create, configure, edit or repair an import from the chat. That work happens on Analytics → Data Import. It also cannot see your gateway, your credentials, or the payloads a sender rejected.

How to reach support

1. Go to Settings → Support tab and click "Report a Problem". Your account context travels with the report, so you don't need to repeat your account or email — but do include everything from the list above, since none of that is automatic.
2. "View My Reports" on the same page shows what you have submitted and its status.
3. For urgent issues, email [email protected].

If you see "Access Denied" on Settings, you are signed in as a team member rather than an account owner — ask your account administrator to file the report, or email support directly.