People hit this message while trying to start or transfer utility service. Here is what it usually means, how to clear it, and a path if you would rather not wrestle the portal alone.
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Identity verification confirms that the person opening residential service is who they say they are. Depending on the utility it can mean a photo ID upload, a short set of questions drawn from credit-file records, or a check run by a third-party verification service.
Use your legal name exactly as it appears on the lease and on your ID, have the ID ready to photograph, and complete any emailed or texted prompt the same day it arrives. Where a knowledge-based quiz appears, answer from your own records rather than guessing: wrong answers on two attempts usually route the account to a manual review that a phone call has to clear.
Name mismatches cause most of the stalls, and they are ordinary rather than suspicious: a maiden name on the ID and a married name on the lease, a nickname on one document and a legal first name on the other, or a suffix present in one place and absent in another. Recent movers and people new to the country can also fail knowledge-based checks simply because there is little history to draw questions from. Neither is a refusal of service — both just move the account to a documented review.
If your identity check has to be done by phone, ask whether the start date is being held while it clears. That answer determines whether your move-in day is still safe.
Utility Wallet starts service with your utilities for free. You confirm the details; we submit them and chase the usual follow-ups. Pages like this one publish the symptom and the fix. How often any given error shows up in our own queue stays out of it.
Identity verification confirms that the person opening residential service is who they say they are. Depending on the utility it can mean a photo ID upload, a short set of questions drawn from credit-file records, or a check run by a third-party verification service.
Use your legal name exactly as it appears on the lease and on your ID, have the ID ready to photograph, and complete any emailed or texted prompt the same day it arrives. Where a knowledge-based quiz appears, answer from your own records rather than guessing: wrong answers on two attempts usually route the account to a manual review that a phone call has to clear.
Enter your address once. We take it from there.
Start my setupGuides answer common signup questions in plain language. They are not a per-provider failure database. For company-specific contact and start-service notes, see the provider directory.