# What Does “We cannot find an electric service account with these credentials” Mean?

> If you receive this message during sign up read on to understand why  There are a couple of factors that lead to receiving the message we cannot find an elec

Source: https://ohmconnect.kustomer.help/help/what-does-we-cannot-find-an-electric-service-account-with-these-credentials-mean-rJnjjr9Vu

Last updated: 2023-06-07T20:24:31.401Z

## If you receive this message during sign up, read on to understand why!

There are a couple of factors that lead to receiving the message "we cannot find an electric service account with these credentials." This message appears during sign up when you leave the OhmConnect dashboard and are brought to your utility site to enter in your account details. The image below is an example of the message you will see.

  

![](https://cdn.kustomerhostedcontent.com/media/5e711cd73683d2001204fe31/d2dc1d244431c58e00fdb3eab31a1ca6.png)  
  

  

### This occurs for members when:  
  

*   Utility details were entered incorrectly.  
      
    
*   There are two utilities associated with the account — one that provides electric and one that provides gas service. To note: Only members with electric service accounts are eligible to sign up with OhmConnect. 

If neither of the above cases apply to you, we recommend that you reach out directly to your utility provider to confirm that there are no issues or changes to your electric service account details.