If a rep says they are experiencing an error like this when trying to apply for financing, and when you go back out and try to get in it and get a new error, check the email, phone number, and address for the lead. The email field can be blank or have a valid email, but if there is an invalid email then it will generate this error. Address and phone number must also be complete.
Examples of errors, including each time you go out and back into the financing section it tries to submit the loan application and shows and error in the deal feed.
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If you get this error, cloak into the EPC and click settings and then finance options. Here you can view all of the loan options they have added to their settings.
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The Lender ID AND Product Type do not have any information filled out. The product type and lender product id come from the lender via api for integrated lenders. If none of this information is showing for integrated lenders, the integration is probably not working correctly. The PSM/Tier 2 will need to look into this to find out what's causing the issue./span>
Just because a loan type is available to choose from in the dropdown menu or is listed under finance options does not mean it is enabled for use. To see which loan options are enabled, search under the company tab and click view.
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Click on financing to view which loans are enabled to make sure the lender the rep is trying to choose is an enabled lender for that specific company.
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Many lending options have changed, reps can check the actual lender's portal for the most up-to-date and accurate information about which loan types are active.
If the loan is enabled under the EPC and sales org, and email, phone number, and address are all correct, view the lender audit. Click delete to clear out any old applications and have the sales rep submit the application once more. If they still get an error, the issue may need to be escalated to internal support.
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If everything looks ok and the application is still erroring, it could be that the loan has restrictions for certain states. The rep will need to reach out to the lender to check if there are any lending restrictions in place.
Ex: GoodLeap has seen problems in OK and VA.
When Sunnova is the lender, make sure the panel has a Sunnova ID attached in it's equipment settings. If no Sunnova ID is attached, it will cause an error. If there is no Sunnova ID, the rep will need to use a different panel or choose a different lender.
Check the Sunnova ID by cloaking into the EPC and then clicking EPC>Equipment and then "edit" on the panel. You can type the model into the box to see if it needs to be linked.
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Reps might also get the something's not right error in V2 when they select a loan product that is active in V2 but is inactive or has been removed in v1.
This is what the application will look like and once they click "view application", they will get the error.
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The fix for this would be to add the loan product in V1 by going to epc >>settings >> finance options and make sure it is enabled for the company that is trying to use that loan product. Then, you can refresh the page in v2 and click "view application" and the loan app should populate.
Related Escalation: https://enerflo.slack.com/archives/C034EAK6GJX/p1686095710191059
Note: This is just a temporary fix while dev comes up with a solution.
Further information: