If you've filled in everything but your onboarding still shows as incomplete, one of the causes below is usually the reason. Most take a minute to fix. For the rest, this article tells you who can move you forward, so you can start working with your client and get paid.

Your client's workspace may use different names for some menus, for example Workflows instead of Onboarding.

TABLE OF CONTENTS

Find your onboarding steps

You don't need the original invitation email to find your steps.

  1. Log in to Worksuite. If you never set a password, click Email me a secure login on the login page and open the link we send you. If your login page doesn't show Email me a secure login, click Setup password, enter your email and follow the link we send you.
  2. In the side menu, go to Onboarding → Onboarding. Each workflow shows a progress bar.
  3. Click Update on the workflow you want to finish, then open the first stage that isn't done.

Your Dashboard also has an onboarding card that shows where you are, for example "Stage 2 of 4 in progress", with the Current and Next up stages.

A stage is filled in but not saved

A stage is complete only after you click the button at the bottom of it: Save changes, Continue or Submit. This includes optional stages, such as a portfolio stage when you have nothing to upload.

Changes you make in your profile, Settings or Documents don't complete an onboarding stage. Complete each stage from your onboarding.

  1. Open the stage from Onboarding → Onboarding.
  2. Check that every field has an answer.
  3. Click Save changes, Continue or Submit.

You'll see "Changes have been saved" or move to the next stage. On the last stage, confirm it the same way. If the button doesn't respond, contact Worksuite Support with a screenshot.

The Continue button is greyed out

The button stays greyed out until the stage is complete. If you hover over it, you may see "Fill out all of the mandatory items before submitting."

  • Fill in every required field, including dates and years inside agreements.
  • Sign every agreement on the stage. Click Preview and sign and follow the prompts. If you have questions about the agreement itself, message your client before you sign.
  • Read instruction text as guidance. If a stage mentions a form, such as a W-9, you only need to complete the fields shown on the screen.
  • Some fields are greyed out because your client fills them in. Message your client if one of these is blocking you.

You see an error on a form

"Disallowed string in form field"

Your client's workspace blocks certain words in form answers. Read your text answers for any word that could be blocked, such as slang or a word that could read as offensive, and reword it. Short words with a second meaning can trigger it too. Then save the stage again.

Your address isn't accepted

Enter your full address and fill in every required field. If the form asks for a particular kind of address, such as a street address rather than a PO Box, follow what it asks.

An upload stalls or won't finish

Try again in a private browser window or a different browser. See Uploading Files and Photos: Size Limits, Formats and Upload Errors.

"Your data is now being processed internally"

This message on your dashboard means the next stage belongs to your client's team. You can't move it forward yourself, and your information is saved. This can take from a few hours to a few business days, depending on your client. The same applies when:

  • The Continue button is greyed out and there's nothing left for you to fill in.
  • Your progress bar stays at the same point after you finished a stage.
  • A document you uploaded shows Unverified, which means it's waiting for your client to check it.
  • A classification questionnaire you submitted is under review.

To ask about timing, message your client from Messages in the side menu.

Reminder emails keep arriving

Reminders continue until every stage is complete. You may still get one while a questionnaire you submitted is under review. Before you reply, open Onboarding → Onboarding to see which stage is open. If it's a review by your client, you don't need to do anything.

You need to change an answer you already submitted

  1. Open the stage from Onboarding → Onboarding.
  2. If you can still edit the fields, update your answer and save the stage again.

If you see "Stage submitted. You can't change your answers now.", or the workflow shows "Stage completed" with a Review button, the stage is locked. Message your client and ask them to move you back to that stage or send you a workflow to complete again.

To replace a document such as your CV or a certificate, see How to Upload, Check and Renew Your Requested Documents.

The insurance stage isn't moving

If your onboarding includes an insurance stage (your client names it, for example 1099 Insurance), finish every step in it. Either upload a certificate that covers what your client requires, or buy a policy through 1099Policy and complete the purchase on their site. Then return to Worksuite and refresh the page. See How to Complete the Insurance Stage on Your Contract.

How to know you're done

Your onboarding is done when every workflow in Onboarding → Onboarding is complete and no stage is waiting on your client.

The progress percentage on your profile measures your profile, not your onboarding. A profile at 100% can still have an onboarding stage open.

Some clients don't let you create invoices until your onboarding is complete. If yours does, clicking to add an invoice shows a Complete onboarding pop-up: "Before you can add Invoices you have to complete your onboarding". Once every stage is done, see What Comes Next After Onboarding.

Still stuck?

If your client confirms they've finished their review and your onboarding still shows as incomplete, contact Worksuite Support. Include:

  • The email address you log in with
  • Your client's company name
  • The name of the stage that's open
  • A screenshot of what you see

Support/Resources

Still have questions about your onboarding? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com.

For questions about your work, projects or rates, message your client from Messages in Worksuite.