Connect Utility Accounts with One-Time Passcodes by Email or Text

Introduction

This guide explains how to connect a utility account in Zenergy when the utility requires a one-time passcode sent by email or text message. It also covers what to do if the code expires or does not arrive, so you can complete verification and keep your utility data syncing reliably.

Before you begin

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

• Your utility account username and password
• Access to the email inbox or phone number associated with the utility login
• For shared enterprise accounts, an organization-owned email address or phone number that your team can reliably access
• Permission to re-authenticate the account if the utility requests verification again later

How to connect the account

1. In Zenergy, start the utility account connection flow.
2. Enter the utility account credentials when prompted.
3. When the utility sends a one-time passcode, open the email inbox or check the phone number linked to the utility account.
4. Enter the verification code in Zenergy as soon as possible.
5. Complete the verification before leaving the connection screen.

If the code expires

Many utilities expire one-time passcodes within a short window. If the code expires before you submit it, request a new code and complete the verification again without closing the connection screen.

• Do not refresh or restart the connection unless the utility instructs you to do so.
• Request a new code immediately if the previous one expires.
• Re-enter the new code promptly to avoid another timeout.

If you do not receive the code

If the one-time passcode does not arrive, check the most common delivery issues before trying again.

• Check spam, junk, promotions, or other filtered email folders.
• Confirm the phone number can receive SMS messages.
• Verify that the utility account contact details are current.
• Wait a moment and request another code if the utility allows it.

Best practices for shared enterprise accounts

For enterprise utility accounts used by multiple team members, Zenergy recommends using an organization-owned email address or phone number. This helps prevent interruptions when the utility requires future re-authentication and ensures the right people can access the verification code.

After verification

Once the account is verified, it should continue syncing in Zenergy until the utility requires re-authentication again. If that happens, repeat the same verification process using the current email address or phone number on file.

Need more help?

If you still cannot complete verification, contact [Insert support team] with the utility name, the account email or phone number used for verification, and a short description of what happened. Include whether the code expired, never arrived, or was rejected.