Onboarding Troubleshooting Guide: Getting Set Up in Worksuite

Welcome to Worksuite! We're excited to have you join our freelancer community. This guide walks you through the onboarding process and helps you troubleshoot any hiccups along the way.

What Is Onboarding?

Onboarding in Worksuite is the process that gets you fully set up and ready to work. Your admin creates a workflow with specific stages and requirements—think of it as your personalized setup checklist. You'll fill out required information, sign agreements, complete background checks, upload documents, and verify insurance. Once you finish each stage, your profile automatically populates with your information so clients can find you and work with you.

Heads up: You won't be able to create invoices until your onboarding is complete. This keeps things secure and organized for everyone.

How to Track Your Onboarding Progress

Your onboarding status moves through these stages: Not Started → In Progress → Pending Review → Completed. 

Here's how to check where you stand:

  1. Log into your Worksuite account.
  2. Look for the Onboarding section (usually in your dashboard or profile area).
  3. You'll see each stage with its current status—Completed, In Progress, or Not Yet Started.
  4. Click on any stage to see what information or action you need to provide.

If your admin has set up reminders, you'll receive notifications when a stage is waiting for your action. Don't worry—you'll always know what's next.

Completing Your Profile Information

Every freelancer must provide three mandatory fields: First Name, Last Name, and Email Address. These are non-negotiable and can't be skipped.

Depending on your workflow, you may also be asked to fill in optional profile fields like:

  • Description or "About Me" bio
  • Hourly rates or pricing
  • Profile photo
  • Phone number and location
  • Social media links (LinkedIn, YouTube, Instagram, TikTok, Twitter, Facebook, Pinterest, Vimeo, Behance, Dribbble, IMDb, Blog, Website)

Your admin decides which optional fields are required for your freelancer type. Fill out everything requested, and make sure your information is accurate—clients will see this to decide whether to hire you.

Note: Once you submit profile information, it automatically syncs to your profile. Double-check spelling and links before you confirm.

Signing Agreements During Onboarding

Most Worksuite workflows include a Sign Agreement stage. This is where you'll review and electronically sign freelancer agreements, terms of service, or any contracts your admin requires.

Here's what to expect:

  1. Navigate to the Sign Agreement stage in your onboarding.
  2. Read through the agreement carefully. Take your time—this is a legal document.
  3. If you have questions, reach out to our Support team before signing.
  4. Once you're ready, click Sign or Accept to move to the next stage.
  5. You'll receive a confirmation email with a copy for your records.
You can't skip the agreement stage—it's mandatory and ensures everyone's protected and on the same page.

Document Uploads and Background Checks

Depending on your freelancer type, your workflow may include stages for uploading documents and completing background screenings. These stages help Worksuite maintain a trusted freelancer community.

Document Upload stage: You might need to provide files like:

  • Proof of identity (driver's license, passport)
  • Portfolio or work samples
  • Certifications or licenses
  • Bank details for direct deposits
  • Tax documents (W-9, 1099 info)

Background Screening stage: Some freelancers trigger automatic background checks based on the work they'll do. If this applies to you, your admin will let you know. The system may ask you to authorize the check or provide additional information. You'll be notified when screening is complete.

  1. Click the Document Upload or Background Screening stage.
  2. Follow the on-screen prompts to upload files or authorize checks.
  3. Make sure all documents are clear, readable, and current.
  4. Submit and wait for admin review. You'll get a notification when there's an update.
Note: Some stages are conditional—they only appear based on your freelancer type or the work you're applying for. If you don't see a stage, it might not apply to your role.

Insurance Verification (1099Policy)

Many Worksuite workflows require proof of insurance through 1099Policy, an integrated insurance verification service. This step ensures you're covered and protects both you and your clients.

Here's what happens:

  1. You'll reach the Insurance Verification or 1099Policy Insurance stage in your onboarding.
  2. Click the link to connect with 1099Policy. You'll be taken to their secure platform.
  3. On 1099Policy, you can either upload proof of existing insurance or purchase new coverage.
  4. Once verified, 1099Policy sends confirmation back to Worksuite automatically.
  5. Your onboarding status updates to Completed for that stage.
The 1099Policy integration handles the insurance part separately. You're in control of whether you upload existing insurance or purchase a new policy through them. Either way, verification is quick and secure.

Troubleshooting: Stuck on a Stage

If you're not moving forward, here's what usually happens—and how to fix it.

You completed a stage, but it still shows "In Progress": Some stages require admin review before you can move on. Check back in 24–48 hours. If it's been longer, reach out to Support.

You see a message that says you can't proceed: You likely missed a required field or didn't complete an action. Look for red text or error messages on the stage—they'll tell you exactly what's missing. Fill it out and try again.

A stage appears "locked" or unclickable: This usually means the previous stage isn't finished yet. Onboarding stages often must be completed in order. Finish the current stage, and the next one will unlock.

The 1099Policy stage isn't progressing: Make sure you completed the full insurance process on 1099Policy's site (either uploading or purchasing). Sometimes it takes a few minutes for the confirmation to sync back to Worksuite. Refresh your page after 5 minutes.

Note: If you're still stuck after checking these, don't worry—our Support team is here to help. Contact us with your full name and email, and we'll investigate.

Troubleshooting: Missing Stages or Fields

You expected to see a stage, but it's not there: Your workflow may include conditional stages—stages that only show up for specific freelancer types or roles. If a stage isn't visible, your admin likely didn't set it up for your freelancer profile. This is normal. Proceed with the stages that are visible.

An optional field isn't showing: Your admin decides which optional fields (like social media or rates) are required for your profile. If a field isn't in your onboarding, it's not needed for your role. No need to worry about it.

You finished onboarding, but a new stage appeared: Your admin may have updated the workflow or you may have triggered a conditional stage by completing certain information. Review the new stage and complete it as usual.

You see "Failed" or "Cancelled" status on a stage: This usually means the admin caught an issue during review (incomplete documents, unclear photos, or missing signatures). Your admin will typically send you a message explaining what needs to be fixed. Re-submit the stage with corrections.

Conditional stages are a feature, not a problem. They keep onboarding focused and relevant to your specific role.

Support/Resources

Have questions about your onboarding?

Click the Support button in the bottom left to contact our amazing Support team or reach out to support@worksuite.com