Why is a customer's Opt In not processing successfully?

When a customer has opted out previously with an old Service Agreement while maintaining the same PG&E account number, it is possible that they will have an Account Level Opt-out. This prevents auto-enrollment for the same or a new service address and manual opt-ins from the customer. A request to PG&E will be required to remove the account level opt-out in order to process an opt-in.