Troubleshooting Form I-9 Authorized Representative Issues During Onboarding

Last updated: August 27, 2026

Applies To:

US W-2 employees. Form I-9 is an employment requirement, so US independent contractors, Canadian T4 employees and international workers do not complete one and will not see this step. If you are an independent contractor and you have been asked for a Form I-9, email support@ascen.com before you complete it.

Summary:

Many workers get stuck during onboarding at the Form I-9 Authorized Representative step. This article explains what the Authorized Representative step requires, common issues that arise, and how to resolve them so you can continue with your onboarding.

Overview:

What is the Form I-9 Authorized Representative Step?

The Form I-9 is a federal document required for all workers in the U.S., including U.S. citizens. It is used to verify your identity and your authorization to work in the U.S.

During Section 2 of the Form I-9, you must select an Authorized Representative — someone you trust (such as a friend, family member, or neighbor) who is at least 18 years old and is not you. This person will:

  • Review your original identification documents in person or via video

  • Confirm that the documents match the information you entered in Section 1

  • Complete and submit Section 2 using a secure link sent to their email

You will not be able to proceed with the rest of your onboarding until your Authorized Representative completes Section 2.

How Does the Authorized Representative Access the Form?

Your Authorized Representative does not need an Ascen account. They should look for an invitation email from Ascen in their inbox (including spam/junk folders) containing a secure link to complete Form I-9 Section 2. Access always starts from that invitation email.

Common Issues and How to Resolve Them

1. The secure link is not opening or shows an error (e.g., 404 Not Found)

This can happen if the link is opened while another Ascen account is active in the browser. To fix this:

  • Make sure you are logged out of any other Ascen accounts before opening the link.

  • Try opening the link in an incognito/private browser window.

  • Try a different browser or a different device.

2. The Authorized Representative never received the invitation email

  • Ask them to check their spam/junk folder.

  • Confirm that the email address you entered for them is correct.

  • If the email address was entered incorrectly, contact Ascen Support with the correct email address and we can resend the invitation.

3. The Authorized Representative entered the wrong information in Section 2

The Authorized Representative's role is to confirm your documents — not to enter their own. They should review and enter the same documents you selected in Section 1. If incorrect information was submitted, contact Ascen Support and we can resend the link so the correct information can be entered.

4. You need to change your Authorized Representative

If you need to switch to a different Authorized Representative, contact Ascen Support with the following information for the new representative:

  • First and last name

  • Email address

  • Phone number

Our team will reset the step so you can re-enter the new representative's information.

5. You entered the wrong contact information for your Authorized Representative

If you entered an incorrect email address or phone number, contact Ascen Support with the correct details and we will update the information and resend the invitation.

6. Section 2 is completed but you still cannot proceed

After your Authorized Representative submits Section 2, Ascen's team reviews the submitted documents. If you are still unable to proceed after the representative has completed their portion, contact Ascen Support so we can review and approve the documents on our end.

7. The documents selected do not match

Make sure the documents your Authorized Representative enters in Section 2 match the documents you originally selected and provided in Section 1. Mismatched documents will prevent the form from being completed. If a correction is needed, contact Ascen Support.

Still Need Help?

If you are still experiencing issues after trying the steps above, contact Ascen Support at support@ascen.com or visit app.ascen.com. You can also browse our FAQs for additional guidance.