Troubleshooting missing or unexpected data from an API integration

An API-connected meter shows no consumption data, or values that differ from what you expect. Work through these five checks in order. Most cases are resolved before Step 5.

Access required: Portfolio Editor or Admin. You also need login access to your provider's portal.

Consumption data passes through four links before it reaches Scaler:

☐ The provider's records

☐ The provider's API

☐ Scaler's data collection

☐ Your mapping

An interruption at any link produces the same result in the platform. Each link depends on the one before it. Scaler records what the provider's API returns. It cannot record data the API does not include.

Confirming the provider side first avoids reviewing a mapping that is already correct.

Log in to your provider's portal. Locate the meter and period in question.

☐ The meter or account is still active

☐ A reading or bill exists for the period

☐ The provider's value matches your expectation

Common causes:

☐ The utility has not yet issued the bill

☐ The account was closed or transferred

☐ The meter was removed from the provider account

In each case, the gap in Scaler reflects the provider's records accurately.

If no record exists, resolve it with the provider. No further steps apply.

Data in a provider's portal is not automatically in their API. Ask your provider to confirm, for that meter and period:

☐ The record is available through the API, not only in the portal

☐ The meter falls within the data scope agreed for the Scaler connection

☐ The resource type and unit are populated on the record

Common causes:

☐ New meters were added to your account but not to the API feed

☐ The value stays portal-only until it is finalised

☐ A required field (resource type, unit, or value) is empty, so the record cannot be converted into a consumption reading

Data the API does not return cannot be retrieved from Scaler.

Your integration is configured to match your provider's API as it stands at set-up. Providers update their APIs periodically. Announced changes are handled in advance. Where a change was not announced, confirming it is the fastest route to a fix.

Ask your provider to confirm whether any of these changed, and on what date:

☐ Meter or account identifiers renamed, reissued, or renumbered

☐ New units of measurement introduced

☐ Resource types reclassified

☐ Endpoints, API version, authentication, or credentials updated

☐ Account structure reorganised, for example sites merged or split

☐ Historical values restated

If the provider confirms a change, report it to your Account Operations Manager. Include their description and the effective date. Your integration is then updated to match.

Data Collection Portal → Portfolio → Automations → API Mapping

☐ The asset is mapped to the provider

☐ Every provider meter you expect data for is mapped

☐ No provider meters remain unmapped

☐ Each mapping refers to the intended Scaler meter

Unmapped meters do not sync. For the full workflow, see Mapping assets and meters on the Automations page.

Data Collection Portal → Portfolio → Asset List → select asset → Meters & Consumption

☐ Meter start date is on or before the earliest period you expect

☐ Consumption records exist for the periods the provider confirmed

☐ No manually entered records overlap the API's date range.

☐ The meter is active

Common causes:

☐ The meter start date excludes the period

☐ Manual records overlap the API range and stop the sync

☐ The mapping refers to a different meter, so consumption is recorded elsewhere

Contact your Account Operations Manager when either applies:

☐ The provider confirmed a change in Step 3

☐ The provider side and your mapping are both confirmed, and the difference remains

Include:

☐ Asset name and Scaler meter name

☐ Provider name and the provider's meter identifier

☐ The affected period in yyyy-mm-dd format

☐ What the provider shows for that period, with value and unit

☐ What Scaler shows for that period

☐ The provider's answers from Steps 2 and 3

☐ What you found in Step 4