Fix “account not found” or validation errors

Overview

Fix “Account not found” or validation errors — quick steps and tips to resolve this common request.

Steps

1. Enter your utility account exactly as it appears on a recent bill (name, service address).
2. Remove spaces or dashes in the account number unless the field requires them.
3. Upload a recent utility bill if prompted (PDF or clear image).
4. If you’ve recently moved, ensure the service address is active and matches your bill.

Notes

• If validation still fails, your address or account may be ineligible for the specific program.

Still need help?

Contact your program’s Marketplace support team with your order number (if applicable) and any screenshots of errors.