Why is my meter data missing or delayed?

If your dashboard shows gaps, stale data, or missing readings, the issue is almost always on the data sender's side — not ours.

Key concept: Inbilit is a receive-only platform. We only GET data from external sources. We never push, patch, or post data back to your utility provider, building management system, or metering infrastructure. Our platform passively receives whatever your data sources send us.

What this means for missing data

Your readings are delivered to us via the import method you configured (API connection, email, file upload, or webhook). If data stops arriving, the problem is usually upstream:

• API connection: The sender's API may be down, rate-limited, or returning errors. Check the external provider's status page. If the credential was revoked, the connection is switched off and the import says "Auto-fetch disabled — API key rejected".
• Email: The automated report from your utility may have failed to send, or the file format changed.
• Webhook: The sender's system may have stopped pushing events, or network connectivity between the sender and our endpoint was interrupted.
• File upload: Manual uploads depend on you — if nobody uploaded a file, there is no new data.

How to diagnose

1. Go to Analytics → Data Import and find the import in the list.
2. Read the status badge, and the red error text under it if there is one.
3. Read the health line under the badge — "Auto-fetch OK · 2 hours ago", "Auto-fetch retrying", "Auto-fetch failing", "Auto-fetch paused", or "Auto-fetch disabled — API key rejected". Imports without an ongoing fetcher (one-off file uploads) have no health line.
4. Compare the "OK · X ago" time with how often this source is supposed to deliver. An hourly gateway that last succeeded a day ago is broken; a monthly utility report that last arrived three weeks ago is perfectly normal. There is no single age at which data becomes "stale" — it depends entirely on the source's cadence.
5. If the fetcher was disabled or is failing, fix the cause at the source, then use "Retry now" / "Re-enable" on the row.

What to do

• Contact your utility provider, BMS vendor, or IT team responsible for the data feed
• Verify the external API credentials haven't expired
• Check if the sender's scheduled task or cron job is still running
• For email imports, check if the sender's email landed in spam or changed format

We cannot fix sender-side issues because we have no write access to external systems. We display exactly what we receive — nothing more, nothing less.