Why Did My Verification Fail? | Palmetto Help Center
Why Did My Verification Fail?
June 12, 2026
When you create your Palmetto Energy Plan account, we run a few automatic verification steps to confirm your identity and eligibility. If any of these steps can't be completed automatically, you'll see a message in the app letting you know your information could not be verified.
Don't worry — this doesn't mean your application is denied. It just means a member of our team needs to help you complete the step manually.
There are three verification steps that can trigger this message
ID upload
During onboarding, you'll be asked to upload a government-issued photo ID. This step verifies that your identity matches the information on your account.
For a successful upload:
- Use a non-expired ID (passport, state ID, driver's license, or green card)
- Take a clear photo in good lighting with all corners of the ID fully visible
- If one ID type fails, try a different one
If the upload still fails, contact support and a teammate can upload the document on your behalf. You'll be asked to confirm your name and full address so they can locate your account, then provide your ID through the chat.
Title verification
If title verification fails and you already have an installation team assigned to your project, you will need to reach out to your sales representative or installation team to submit your property ownership documents and clear this step.
If you do not have an installation team assigned to your project, contact support and a teammate can upload the document on your behalf.
Soft credit check
We run a soft credit check during account setup using your name, address, date of birth, and Social Security Number. This does not affect your credit score.
If the soft credit check fails, here are a few things to try before contacting support:
- Re-enter your information exactly as it appears on your official documents — name, address, date of birth, and SSN
- Double-check for typos, especially in your SSN or date of birth
If it continues to fail after correcting your details, contact support and a teammate will help troubleshoot the submission directly.
Need help uploading your documents?