Below are possible errors that can appear on the proposal when working with a Palmetto LightReach option.
'Failed to retrieve LightReach pricing'
This error usually indicates that the company account in LightReach is missing the state-specific license needed to retrieve LightReach pricing on the proposal in the customer’s state. An owner can correct this in your company's LightReach account. Please reach out to an admin/owner or LightReach for more information.
‘Failed to retrieve LightReach Pricing’ No pricing is available for this organization for this state and utility. Contact LightReach Support to Resolve.’
This error can occur when:
-
The finance option that is pulled into the Solo Proposal is not a live option for your company, according to Palmetto LightReach. A common example is the 0% escalator option.
- The proposal lead was created prior to the addition/approval of a new rate escalator.
To fix, LightReach will need to backdate the escalator, or a new proposal will need to be created for this customer. It can also be helpful to ensure that the customer's state and utility company is correct.
‘LightReach quote not created; The requested product is not valid for the account’
This error will occur when a quote cannot be submitted, commonly due to certain mismatched information between the Solo and Palmetto portals. This means the Palmetto LightReach quote was created with some information listed differently than on the Solo customer profile page.
We recommend reviewing the following information in both the Solo and Palmetto portals and ensuring they match:
- Utility Company
- Customer First or Last Name
- Customer Address
- General Customer Information
‘You added a backup battery. But your LightReach configuration does not support backup batteries.’
This error can occur for a few reasons:
- A battery with backup has been selected, but your company is not approved to sell backup batteries in the Palmetto portal.
- Your company is approved to sell backup batteries, however the customer's Palmetto account was created before that approval was given.
To fix, please reach out to Palmetto LightReach to either backdate that change or to gain approval to sell backup.
“LightReach account not created; “email” is not allowed to be empty’
The customer’s email was left blank. This has to be entered to proceed, please ensure the customer's email was added on the customer page and the application.
‘LightReach account not created; “SalesRepPhoneNumber” is required.’
‘LightReach account not created; “SalesRepEmail” is required.’
The user who submitted the application is missing a phone number or email on their Solo user profile. Once the phone number and/or email are filled out this error should no longer show.
‘Failed to Retrieve LightReach pricing: Non-supported system configuration. The production factor is less than allowed for this market: 1000’
According to Palmetto LightReach, this error is based on the utility company selected. Utility companies can have different minimum production requirements.
The “1000” in this error indicates the minimum Production Yield needed for Palmetto LightReach to be used for this customer.
‘Invalid Company Alias’
The credentials (alias) used for the Palmetto LightReach + Solo integration are incorrect or formatted incorrectly. The alias should be confirmed/clarified with Palmetto LightReach to resolve. Please contact Solo customer support for assistance.
Error: Validation errors: ‘ID” is required, “type” is required, “version” is required’
No known reason. Please contact our support team for assistance in resolving this issue.
Applicant does not match an applicant on the account. Update the account and try again.
This error occurs if the customer's information in Solo and LightReach does not match. Please review and double check the customer's name, email address, and street address. Confirm that they were not changed on the customer page after you selected LightReach on the proposal. If any of this information was changed, you will need to update the customer's lead in your Palmetto LightReach portal to match your Solo lead.
Lighreach User Error: Wrong Email
This error occurs when the incorrect email was entered for the customer, but it wasn't identified until after the qualification process was complete. Then, the customer email was changed on the customer information page.
We have no way of resending Palmetto documents unless a change order occurs. In this case, please reach out to Palmetto to resend the documents to the correct email address.