Troubleshooting

Reference for utility support agents handling customer inquiries about BillSense AI. Use the symptom headings below to find the matching cause and fix. If a symptom is not listed or the steps do not resolve the issue, see Before you begin — If you cannot resolve the issue for the escalation path.

BillSense AI does not load

1. Check authentication

   Verify the customer is signed in to the Utility Portal.

2. Allow pop-ups and JavaScript

   Confirm the browser allows pop-ups and JavaScript. If the customer is unsure how to change these settings, advise them to consult their browser's help documentation.

3. Clear the cache

   Clear browser cache and cookies, then reload the page. For specific steps, refer the customer to their browser's help documentation.

4. Try another browser

   Test with a different web browser.

Data does not match the paper bill

1. Explain exclusions

   BillSense AI excludes taxes, fees, and voluntary program charges from displayed totals.

2. Note kWh variance

   Displayed kWh values are estimates and might not match official metered figures.

3. Direct to the bill statement

   Advise the customer to review their latest bill statement for the complete, authoritative breakdown.

Recommendations seem inaccurate

1. Open My Home

   Navigate to the My Home section in BillSense AI.

2. Verify appliances

   Confirm that the heating, cooling, and cooking selections match the customer's actual appliances.

3. Update EV information

   Confirm EV ownership and charger type if the customer owns an electric vehicle (EV).

4. Wait for the update

   Recommendations refresh after profile changes. Allow up to 24 hours.

Customer mentions LED or connection issues

BillSense AI is a web-based tool. It does not have physical LED indicators. If the customer mentions LED issues, they might be referring to a different device — such as the SmartLink Plug. See the SmartLink Plug documentation for details.