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I-9 & E-Verify Troubleshooting: Common Issues & Solutions

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Written by Suzie Torres

Having trouble completing your Form I-9?

Most issues can be resolved with a few quick checks. Find the issue you're experiencing below and follow the recommended steps.

I Can’t Submit Section 1

If you're unable to submit Section 1, start by checking your uploaded document and the information you've entered.

Check Your File

Your uploaded file must:

  • Be under 20 MB

  • Be in PNG, HEIC, PDF, JPEG, GIF, or JPG format

  • Be clear and in focus

  • Have minimal glare

  • Be free of significant blur or visual obstructions

For best results, take your photo against a darker background and make sure the entire document is visible.

Check Your Document Information

Make sure:

  • You entered the full state name when requested rather than an abbreviation.

  • You entered the official name of the issuing authority.

  • You manually entered information if it did not automatically populate.

  • All required fields are complete.

  • The document number is correct.

  • The expiration date is correct.

Try These Technical Fixes

If everything looks correct, try the following:

  1. Make sure you have a strong and stable internet or Wi-Fi connection.

  1. Wait until your document has completely finished uploading.

  1. Click Submit after the upload is complete.

  1. Try using a different browser.

  1. If the issue continues, try a different device.

The I-9 Module Won’t Load” or Says It’s Unavailable

Occasionally, the I-9 module may have trouble loading when many people are accessing the onboarding portal at the same time.

Try these steps:

  1. Check your internet or Wi-Fi connection.

  1. Refresh the page.

  1. Clear your browser cache.

  1. Try a different browser.

  1. If the issue continues, try a different device.

If the problem persists, wait a little while and try accessing the module again.

I Don’t Have Anyone to Be My Authorized Representative

Your Authorized Representative can be any adult age 18 or older you choose.

They can be someone such as:

  • A spouse

  • A roommate

  • A neighbor

  • A friend

  • Another trusted adult

They must:

  • Be at least 18 years old

  • Be physically present with you

  • Have a phone available

  • Scan a QR code

  • Answer a few brief questions

Your Scoot consultant cannot serve as your Authorized Representative.

If you don't currently have someone available, arrange for an adult to be physically present with you before continuing with the verification step.

My Document Won’t Upload

First, make sure your file meets all requirements.

File size: Under 20 MB

Accepted formats: PNG, HEIC, PDF, JPEG, GIF, or JPG

Photo quality: Clear, in focus, readable, and without significant glare or blur

If your document meets these requirements but still won't upload, try:

  • Retaking the photo

  • Checking your internet connection

  • Using a different browser

  • Using a different device

I Uploaded My Document, But It Still Won’t Submit

Make sure you wait until the document has completely finished uploading before selecting Submit.

If it still doesn't work:

  1. Check your internet connection.

  1. Confirm that your file is under 20 MB.

  1. Confirm that your file is in an accepted format.

  1. Check that all required fields are completed.

  1. Try a different browser.

  1. Try a different device.

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