A charge is missing, or the report saved but looks empty
If a charge on your bill has no matching field in the verification, the charge is not on your site's tariff scheme. If the verification saved but shows no estimate figures, it needs recalculating. Both are quick to fix once reported.
The report saved but shows no estimates
Recalculate, then reload the page. Support does this in seconds. Until it is done the report will also refuse to print or download, which makes it look more broken than it is.
A charge line cannot be captured
The field only appears if that charge exists on the tariff scheme attached to your measurement point. Three reasons it might not:
- The charge was never loaded for that municipality's tariff in the Augos tariff database. This surfaces most often at a site's first ever verification.
- The utility removed and later reinstated the charge. Subsidy and levy lines do come and go, and the scheme has to be brought back into line.
- A new charge was introduced at the annual increase and has not been added to your site yet.
In all three cases, send the account to support@augos.io and ask for the charge to
be added. Once it is, ask for the affected months to be recalculated and re-issued,
including the month before if it was already verified.
The Tariff Scheme field is blank
That is the tell for a tariff mismatch: the tariff on your actual account is not the tariff loaded against the point, so nothing resolves and the report will not load. This most often happens when a customer changes tariff and their metering provider is not told. Say when the change took effect, because the prior months will need recalculating from that date.
Reactive energy is on my bill but not on the verification
The platform does read reactive energy, and it appears on the Power Factor page. It does not always appear on a verification, because reactive charges are linked to demand: if the demand Augos registered for the period was lower than the utility's, the calculation may not attract a reactive charge. Ask support to confirm rather than assuming it is not being measured.
Save errors
"Some error occurred" on save, and upload failures, cluster around tariff change
windows while amendments are being made to the back end. The reliable workaround is
to email the account to support@augos.io and ask for it to be loaded for you.
Still stuck
Email support@augos.io with the point path, the utility account, and the specific
charge line you cannot capture.