Your Form I-9 was reset — why it happens and how to finish it

Last updated: August 27, 2026

Applies to: US W-2 employees who are completing onboarding. Form I-9 is an employment requirement, so independent contractors, Canadian T4 employees and international workers never complete one and will not receive this notice.

Summary: If you received an email titled "Important update regarding your Form I-9 completion" or "Form I-9 — Document mismatch", it means the documents recorded in Section 2 did not match the documents you chose in Section 1. Nothing is wrong with you or your paperwork — the form simply has to be redone so the record is accurate. Do not begin working until the new Form I-9 is complete.

Why this happens

Form I-9 has two halves. In Section 1 you choose which documents you will use — either one List A document, or one List B document plus one List C document. In Section 2, the Authorized Representative you named physically reviews those original documents and records their details.

Our team checks that the two halves agree before the form is accepted. The check fails when:

Your representative selected different documents than the ones you actually showed them. For example, Section 1 says passport and driver's licence, but Section 2 records an ID card and a Form I-94.
The documents chosen in Section 1 were never provided. Only choose documents you physically have in hand.
A document number was entered in the wrong format. A List B or List C document number must be alphanumeric characters only — no spaces and no special characters.

The two notices, and what each one means

"We have sent a new invite to your Authorized Representative." The form has not been reset. Your representative gets a fresh link and corrects what they entered. Ask them to check their inbox, including spam, and to enter exactly the documents you showed them. Once they are done, let us know so we can review it.
"The I-9 form has been reset and will need to be completed again." The form was cleared. Log back in at app.ascen.com, complete Section 1 again, and name your Authorized Representative again. They will receive a new secure link.

What to do next

Decide which documents you will actually use, and have the originals with you. See How do I complete the Form I-9? for the full walkthrough.
Log in at app.ascen.com and complete Section 1 with exactly those documents. If you already uploaded ID during identity verification, use the same document here.
Name your Authorized Representative and make sure they understand their job: review the original documents you selected, and record those documents — not substitutes, and not their own details.
Wait for our review. Once the form is accepted, the rest of your onboarding unlocks.

Good to know

Do not start work until the Form I-9 is complete. Federal rules require it, and we cannot enter or accept hours worked before the form is finished.
You cannot reset the form yourself. If you are stuck and there is no option to start over, email support@ascen.com and ask us to reset it.
The number on the back of a Social Security card is not the document number. It is a control number the Social Security Administration uses to track blank card stock, and it has no other meaning.
You can change who your representative is. See How do I change my I-9 Authorized Representative?.

Official reference: Form I-9 (USCIS) and USCIS Acceptable Documents.

Questions about your own Form I-9: email support@ascen.com.