Sales problems

A duplicate warning appears while adding a lead or customer

solarOS checks the name, email, phone, and address you're typing against existing customers. An address matches even when it was typed a little differently.

• Add Customer shows Existing customer found, or 2 possible existing customers when there is more than one. Each match has View, which opens the customer in a new tab, and Use this Customer, which opens Add Property for that customer instead of creating a second record.
• The lead form shows Customer already exists, with View only.
• Each match lists what matched, its address, phone, and email, and the customer's open work, or No open work.

The banner doesn't block you from saving, so check the match before continuing to avoid creating a second record for someone you already work with. See Add a customer and Create a lead.

Convert to Customer fails with a validation message

Messages like "Email is required for customer creation" or "A complete property address is required for conversion" mean that field is missing on the lead. Add it from the lead's Edit button, or fill it in directly in the convert drawer. See Convert a lead.

No usable template shows in the Quote Template picker

A template can appear greyed out with a Fix setup link when its setup isn't finished. Skip the quote toggle and create the quote afterward, or ask whoever manages your quote templates to finish setting it up.

Continue to email is grayed out, or Send Quote lists things to fix

On a solar quote, Send Quote opens a review before the email. Continue to email stays grayed out while anything is listed under Fix before sending. Most rows have a button that takes you to the fix. Rows under Check before sending don't hold the quote.

• Blank on the agreement. The agreement would print a value blank, and accepting the quote sends the agreement by itself. Click Set in the step named on the row, or Fix field.
• Production is a regional estimate. The agreement prints yearly production, and this quote's is an estimate. Click Refresh production. On System, click Production, then Refresh.
• Too many expansion batteries. The main batteries take fewer expansions than the quote has. Click Fix the batteries, then remove an expansion or add a main battery.
• A calculated field can't be worked out. It is listed under Blank on the agreement with no button. Ask an admin to fix its formula in Settings → Sales → Field library.

See Build a solar quote.

Create Quote is disabled on an opportunity

The opportunity is already Closed Won. Create a new opportunity for any further quotes. See Create an opportunity.

No adders show up to add on a quote

A message that no adders are enabled for the quote template means your organization hasn't turned on any catalog adders for it. Use the write-in fields instead, or ask whoever manages your sales catalog to enable some.

A quote is Accepted but no project was created, or no agreement went out

How your organization set up that quote type controls both. Look at the Project line on the quote. If it reads Starts when the agreement is signed, the project is created once the customer signs: click Send Agreement, or Review Agreement if it is already out. If it reads Starts when you create it, click Create project. If a banner says project creation failed, fix what it lists, then click Create Project. An agreement only sends automatically if the quote type requires one. Send the agreement manually from the quote if it didn't go out. See What happens when a customer accepts a quote and Send an agreement for signature.

Sales → Quote Offers shows an upgrade message instead of the offer list

Your organization's plan doesn't include this feature. Contact solarOS support to upgrade. See Set up a quote offer link.

A customer page shows Unconfirmed customer

The email you entered is on file with another company, so your record holds only what you typed. Click Ask customer to confirm to email them a link. See Add a customer.