Customer Facing Guides

To get started, homeowners simply follow the welcome email to activate their account and set up the Palmetto App. This centralized hub allows them to track energy production, access system insights, and get 24/7 assistance from Sunny, our AI support agent.

Homeowners can log in quickly and securely using a one‑time passcode instead of a traditional password. A 6‑digit code will be sent to them by SMS or email.

• On the login screen, they’ll select “Send me a one-time passcode.”

• They can choose whether the code is delivered to their email or mobile phone.

• Once they receive the code, they simply enter it into the passcode field to complete the login.
​

Important: One‑time passcodes expire after 3 minutes, and should use it right away. This option can be used every time they access their online account.

Homeowner's login will stay active for seven days. After that period, they’ll be prompted to enter their account credentials again.
​

If their device supports biometric authentication such as fingerprint or Face ID they can enable it in their device settings to make future logins quicker and more convenient.

If the homeowner forgets their password or can’t log in, they can reset it easily:

• On the login screen, they’ll select the “Forgot password?” link.

• They’ll enter their email address and choose “Send Email.”

• If the email they provide matches an account on file, they’ll receive a message with step‑by‑step instructions to create a new password.
​

If the homeowner needs to update their password, they can do so from within their Palmetto solar account:

• After logging in, they’ll go to the “Profile” section.

• At the bottom of the page, they’ll select “Reset password.”

• They will then receive an email containing a link to create a new password.
​

Please note that home addresses are tied to the solar installation and cannot be updated in the Profile section. For any address changes, your customer will need to contact Customer Experience for assistance.
​

​To log out of the app, the homeowner can follow these steps:

• Open the “Account” tab located in the bottom‑right corner of the app.

• Scroll to the bottom of the page and select “Log out.”
​

If the homeowner is unsure which email they used to create their Palmetto account, they’ll need to reach out to our Customer Experience Team for assistance. At this time, each account can only have one email address associated with it.

Note: Home addresses cannot be updated within the app. If they need to update their service or billing address, they should contact Customer Experience for support.
​
Homeowners can enhance their solar experience by downloading the Palmetto App. They’ll be able to track their energy production, view helpful insights, shop for solar‑related products, and more
​

Sunny is their 24/7 AI Support Agent who’s always available to provide help whenever they need it. We understand that solar questions don’t always come up during business hours.
​
That’s why your customers now have access to Sunny, our AI‑powered support agent. Whether they’re curious about the installation process, need help understanding their bill, or have questions about their panels, Sunny is available around the clock.
​

​