Troubleshooting BankID sync failures

If BankID syncing is not working, the steps below cover the most common causes.

The BankID request times out or nothing happens

The BankID request is sent to the mobile device registered with the utility provider, not necessarily the phone you normally use.

• Make sure you are signing in the BankID app on the correct phone - the one whose BankID is registered with that utility provider.
• The request expires after roughly 30 seconds. If it expires before you sign, start the sync again.
• If you have multiple BankID apps installed, make sure you open the correct one.

The sync completes but no values appear

After a successful BankID signature, Metry fetches the metering data. This can take up to 24 hours for the first sync. If values are still missing after 24 hours, contact support@metry.io with the name of the utility provider and the metering point ID.

Only some metering points sync, not all

Each utility provider account syncs separately. If you have metering points under several accounts with the same utility, you need to sign with the BankID registered for each account.

• In the Metry portal, go to Collection > Utility providers.
• Check whether the utility appears more than once with different credentials.
• Sync each set of credentials separately.

“I can log in manually but Metry cannot”

This usually means the utility provider has changed something on their customer portal (URL, login flow, or session handling) that Metry’s integration has not yet been updated to handle.

• Check the status page to see if there is a known issue with that utility.
• If nothing is reported, contact support@metry.io and include the utility provider name. We investigate and fix integration issues as soon as they are reported.

I received a “co-owner invitation” email from the utility

Some utilities send a co-owner invitation when another account tries to access your meters. This is a side effect of how certain utility portals handle BankID access, not an error in Metry. You can ignore or decline these emails.

The wrong person’s BankID is registered

Only the person whose BankID is registered with the utility provider can perform the sync. If that person has left or the registration is outdated:

• Contact the utility provider directly and update the BankID registration to the correct person.
• Once updated, that person can sign in Metry.

If none of the above resolves the issue, contact support at support@metry.io or +46 31-388 67 67.