Connect Utility Accounts That Use Security Questions or Challenge Responses

Introduction

This guide explains how to connect a utility account in Zenergy when the utility requires a security question or challenge response during setup. Following the correct verification steps helps you complete the connection successfully and maintain reliable data syncing for energy, water, or waste accounts.

Before you begin

Make sure you have the following before starting the connection process:

• The current utility username and password for the account
• The organization-owned answer on file for the security question
• Access to an authorized internal vault or credential store, if your organization uses one
• Permission from the appropriate platform or account administrator

How to complete the security question challenge

1. Start the utility account connection flow in Zenergy and enter the account credentials exactly as they appear on the utility site.

2. When the utility displays a security question or challenge, enter the answer exactly as it is stored in the utility record.

3. Use the organization-owned answer for that account. Avoid personal answers, since they can cause re-authentication issues later.

4. If the answer is accepted, Zenergy will finish connecting the account and begin syncing utility data.

If the challenge fails

If the utility does not accept the answer, review the most common causes below:

• The credentials may be outdated or changed on the utility side
• The security question answer may not match the utility record exactly
• The account may be locked after repeated failed attempts
• The utility may have introduced a new verification step or changed the challenge

Recommended troubleshooting steps

1. Confirm the username and password are current and active.

2. Verify the security question answer matches the utility record exactly, including spacing, capitalization, and punctuation if required.

3. Check whether the account is locked or temporarily restricted due to repeated attempts.

4. If the utility changed the challenge, update the stored access details in your secure internal vault and reconnect the account.

5. Retry the connection only after the correct access details have been confirmed by an authorized admin.

Best practices for shared enterprise accounts

• Store security question details in a secure internal vault managed by authorized admins only
• Limit access to users who are responsible for utility account maintenance
• Review and update credentials whenever the utility changes its login or verification requirements
• Reconnect the account promptly after any access change to maintain data continuity

Next steps

After the account is connected, confirm that data syncing has started and review the first imported utility records for accuracy. If the utility continues to require new verification steps, update the stored access details and reconnect the account as needed.

Additional information

If you need help connecting a utility account or managing access details, contact your Zenergy administrator or support team. For enterprise environments, follow your organization’s internal credential management and security policies at all times.