Form I-9 Questions
Q1: An I-9 was completed, but was not sent to E-Verify. What should I check first?
Answer:
Start with these checks in order:
Confirm Section 2 is countersigned.
If not countersigned, the administrator must complete Section 2 to trigger E-Verify.
Verify that a Social Security Number (SSN) is present.
If the employee checked “Awaiting Social Security Number,” the SSN must be added to the employee profile and saved before E-Verify generates.
Check if the employee submitted a receipt instead of an original document.
If a receipt was used, the system will wait until the original document is presented and the receipt flag is removed.
Confirm there is no open or previously unclosed E-Verify case.
If a prior case exists and is already authorized, no action is needed.
If a prior case was closed without authorization, a new I-9 submission may be required.
If none of the above resolves the issue, escalate to Support.
Q2: When should Supplement B be used, and what is the process for completing it?
Answer:
Supplement B is used for reverification events, ensuring compliance with I-9 requirements, but not for expired List B documents.
If the system does not allow a document to be selected for Supplement B, it typically means the document is not eligible for reverification under USCIS rules.
To complete:
In person: Select Complete Supplement B from the I-9 menu.
Remotely: Select Remote Reverify.
If unsure, refer to USCIS guidance or escalate. Completing the Supplement B process ensures compliance with I-9 requirements. Once completed, no further action is required to maintain compliance.
Q3: An employee can’t move to the next page of the I-9. What’s causing this?
Answer:
Most commonly:
A required field is missing (expiration date, document number, document title).
An uploaded image exceeds file size limits. (
A validation error is displayed on the page.
Tip: The system provides inline error messaging. Review the current page carefully.
Employees are not required to share their location to complete Section 2.
E-Verify Questions
Q4: An E-Verify case is stuck in a certain status. What should we do?
Answer:
First, identify who needs to act:
If the case is in TNC (Tentative Nonconfirmation):
The employee must complete their required steps.
If the case requires admin action:
Photo match review or data confirmation may be required.
If all required actions have been completed and the status does not update, escalate to WorkBright Support.
Q5: A Social Security card image was not captured in the I-9. What now?
Answer:
If the Social Security card was submitted, but the image failed to capture properly, escalate to WorkBright Support for technical review.
General Operational Questions
Q6: The employee cannot upload documents or images. What should we check?
Answer:
Confirm file size is within limits.
Confirm image format is supported.
Retry upload on a stable connection or a different browser if needed.
If errors persist, escalate.
Q7: When should partners escalate to WorkBright instead of troubleshooting further?
Escalate when:
System behavior appears incorrect or inconsistent.
An E-Verify case will not progress after the required actions are completed.
Images or documents fail to capture properly.
Data appears corrupted or inaccessible.
Basically: if it smells technical, don’t play hero — escalate. 😄