I-9HQ Troubleshooting and FAQ

Use this article to resolve common issues and find answers to frequently asked questions about I-9HQ.

In this article:
Common Issues
Login and access issues
Form and process issues
User and location management
FAQ
Additional Resources

Common issues

I-9 is not showing

• Confirm the new hire has started the onboarding packet.
• Check if the I-9 task is included in the onboarding packet.
• Search for the new hire in I-9HQ to confirm a profile exists.
• If the profile exists but no I-9 appears, the new hire may not have completed Section 1..

The new hire did not receive the I-9 notification

• Confirm the email address is correct.
• Ask the new hire to check their spam or junk folder.
• Resend the I-9 from the system if needed.

Tip

You can also provide the direct link to the new hire.

Errors in Section 1

• Open the employee profile.
• Send Section 1 back for review.
• Ask the new hire to correct and resubmit the form.

Errors in Section 2

• Open the employee profile.
• Select the I-9 form.
• Edit Section 2 and update the required fields.
• Save your changes.

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Login and access issues

SSO login not working

• Confirm the user was not created manually.
• If the issue continues, contact support.

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Form and process issues

Resend an I-9

• Open packet or employee management.
• Locate the employee.
• Send the I-9 again or share the direct link.

Update Section 1 information

• Open the employee profile.
• Send Section 1 back for review.
• The new hire can update and resubmit the form.

Archive or restore an I-9

• Open the employee profile.
• Archive the form to remove it from active lists.
• Restore the form from the history section if needed.

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FAQ

Why don’t I see an I-9 for a new hire?

The new hire may not have completed Section 1, or the I-9 task may not be included in the onboarding packet.

Where are completed I-9 forms stored?

Completed forms are stored in I-9HQ.

When is E-Verify submitted?

E-Verify is automatically submitted after Section 2 is completed, based on your configuration. Your organization can configure when forms are submitted based on state or company requirements.

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Additional Resources

I-9HQ Migration & Best Practices
I-9HQ Overview
I-9 HQ Admin Experience
I-9HQ New Hire Experience
I-9HQ Custom Roles and User Management

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Customer Support

If you’re unable to resolve your issue using this guide, our support team is here to help.

To help us resolve your issue faster, gather the following information:

• Employee name or user name.
• Description of the issue.
• Screenshots or error messages (if available).
• Steps you’ve already taken.