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TPO Troubleshooting

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Stephen Gerken
  • Updated

In this article, we’ll cover the most common errors that users may encounter when submitting TPO projects with steps on how to resolve them.

For errors not covered in this article, please contact our Support team through in-app live chat or email at support@aurorasolar.com. 

Not Using Authorized Hardware errors

In order to show TPO pricing options in Sales Mode, the integration will validate whether a project’s design components match the Approved Vendor List (AVL) — it’s critical to select approved components to effectively use the integration in Sales Mode. If non-approved components are chosen, you will be prevented from accessing pricing options and will receive an error message.

Errors include:

  • The hardware selected does not comply with [financier]’s authorized hardware
  • Invalid vendor
  • Unsupported inverter on the system design
     

How to resolve:

  1. Click on the “System Design” button in Sales Mode
  2. Ensure that the modules and inverters being used in the design are included on the financier’s AVL:
    • EnFin AVL (please contact your EnFin relationship manager)
    • GoodLeap AVL (please contact your GoodLeap relationship manager)
    • LightReach AVL
  3. If not, select components that are included in the respective AVL, then update the system design


 

See also: New Feature: AVL Component Selection for TPO Financiers

Incorrect Utility Rate errors

Because the integration will check the utility provider before returning products & pricing, it’s critical to ensure a compatible rate is selected. If using a custom rate in a deregulated utility market such as Texas or Illinois, make sure that you are using a rate schedule that has been approved by the financier.

Errors include:

  • The selected pre / post utility rate is not from a recognized utility - please select a known utility from the database
  • Invalid Pre Solar utility rate
  • Invalid Post Solar utility rate
  • The pre / post solar rate is outside of the accepted maximum / minimum rate threshold - please adjust the rate
  • Solar KwhRate is missing from the Project Information section

How to resolve:

  1. Click on the Energy Usage icon in the top navigation menu of Sales Mode
  2. Ensure the pre- and post-solar utility rates are from a named utility in the state
  3. Click on the rates to search and change the selected rate, if needed


 

Missing Homeowner Information error

In order to submit a project for TPO, all of the homeowner details must be filled out correctly. Any missing contact information will result in an error.

Errors include:

  • First name is missing
  • Last name is missing
  • E-Mail address is missing
  • Phone number must be a ten-digit number

How to resolve:

  1. Click on the hamburger icon in the top left corner of Sales Mode




 

  1. Click the pencil icon next to the homeowner details
     



 

  1. Ensure all details are filled out correctly
    Note: The country code on the phone number will already be included.
  2. Click “Save”


 

Other errors

You may encounter other errors related to your user, account, or project details that will need to be resolved by contacting the financier.

Sample errors include:

  • Invalid Partner Installer Details
  • Invalid HIS number
  • Please complete TPO training to proceed
  • Applicant information is already associated with an existing Customer account
  • Existing project at this address

How to resolve:

  • Reach out to support for the appropriate financier

Partner Contact Info

GoodLeap

General support:

Account-level support:

  • Contact your GoodLeap “Partner Relationship Manager”

Lightreach

General support:

Account-level support:

  • Contact your LightReach “Relationship Manager”

Enfin

General support:

  • Phone: 833-586-3675
  • Text: 717-853-1183 (technical support only)

Account-level support:

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