When a talent profile won't show up in search, can't be invited, or exists twice, the cause is usually its status, an archived copy, or a duplicate. This article explains what each status means, how to fix the most common profile problems, and when to archive or delete a profile so your directory stays accurate.

Who can do this: Administrators, or team members whose role includes the permission for the task: Can send invites to Partners, Can edit Partners profiles, Can change Partners type, Can archive Partners or Can delete Partners.

Availability: Available in every account.

Your workspace may use different names for Partners and for the talent list, such as Freelancers or Talent. By default the talent list is Index → All Partners.

TABLE OF CONTENTS

What the profile statuses mean

StatusWhat it means
Not invitedThe profile exists, but no invitation has been sent.
Invitation pendingThe invitation was sent. The person hasn't registered yet.
Not onboardedThe person registered but isn't in any required onboarding workflow, or was disqualified from it.
Onboarding underwayThe person is in at least one required onboarding workflow and hasn't finished all of them yet, even if they haven't started.
Fully onboardedThe person finished every required workflow, or registered when none was required.
ArchivedThe profile was archived. It only shows under Archived Partners.

Unverified is separate from these statuses. It means the person registered but never entered the 4-digit code Worksuite emailed them. It has nothing to do with approval or onboarding. Until they verify, the profile is hidden from search and from the lists you use to assign Tasks.

A talent shows "unverified account"

  1. Ask the talent to search their inbox, spam and junk folders for the Worksuite verification email, then enter the 4-digit code. You can send them Can't Register or Didn't Get Your Verification Code?.
  2. If they still can't find the email, contact Worksuite Support to resend the code. Team members can't resend it from the profile.

Once the talent enters the code, you can find them in search and assign them to Tasks.

A talent never got an invitation

If Email partners and invite them to join your Worksuite account wasn't ticked when the profile was added, Worksuite saved the profile without sending an email. To send the invitation now:

  1. Open the talent's profile.
  2. Open the menu next to Edit and select Invite to your Worksuite.
  3. Make sure Email partners and invite them to join your Worksuite account is ticked.
  4. Click Add & Invite to Worksuite.

The talent gets an invitation email. You can also share an invite link instead, as described in Adding & Inviting Talent to Worksuite. If the talent is already logged in to another Worksuite account, ask them to open the invitation in a private browser window. If the invitation still doesn't arrive, see Your Talent or Team Member Isn't Receiving Worksuite Emails.

"User with this email already exists" but search finds nothing

Each email address can belong to only one profile in your account. When search finds nothing, an archived profile or a pending invitation usually uses that email. To check for an archived profile:

  1. Open the menu under your name or photo in the bottom left and select Archived Partners.
  2. Search for the person's name.
  3. Open the profile, open the menu next to Edit, select Restore and enter a reason.
  4. If the person had registered, send them a login link: open the menu next to Edit and select Send email login link.

If the email belongs to a different profile that you need to keep, contact Worksuite Support. Support can change the email on the existing profile so you can use it again.

A profile seems to be missing from the directory

Check these in order:

  • Filters and saved views. Clear your filters, or switch to a view that has none saved.
  • Archived profiles. These only appear in Archived Partners.
  • Unverified accounts. These stay hidden until the person enters their code (see above).
  • Candidates. People who applied to a job opening are candidates, and candidates don't appear in All Partners. To move a candidate into your directory, go to Workflows → Workflows, open a workflow they're in, and choose Move to Index from their row's actions. Your role needs Can send invites to Partners.

Archive a profile

Archiving hides a person from your active directory and keeps their record for later. Use it for people who have finished working with you, and for duplicate profiles.

Important: Archiving cancels the talent's open Tasks, rejects their invoices and expenses that are New or Approved, and removes them from their onboarding workflows. Restoring the profile doesn't undo these changes. Check their Tasks and invoices before you archive.

To archive one profile:

  1. Open the talent's profile.
  2. Open the menu next to Edit and select Archive.
  3. Enter a reason for archiving and confirm.

You'll see "[name] has been archived." To archive several profiles, select them in All Partners and choose Archive from the bulk actions.

While archived, the person:

  • doesn't appear in searches, dropdowns, groups or All Partners
  • can't be added to Tasks, requests or job openings
  • gets no emails from Worksuite
  • can't log in

Their group memberships are kept. To bring them back, open Archived Partners, open the profile and select Restore from the menu next to Edit. They return to their groups and, if they had registered, can log in again. If they still look archived, refresh the page or clear your filters. To reopen a Task that was cancelled by archiving, contact Worksuite Support.

Delete a profile

Important: Deleting a profile is permanent and can't be undone. To keep the record and its history, archive the profile instead.

You need the Can delete Partners permission. To delete a profile:

  1. Open the talent's profile.
  2. Open the menu next to Edit and select Delete profile.
  3. Click Delete to confirm.

You'll see "Partner profile has been deleted." If the profile has invoices or Contracts, Worksuite may block the delete and show a message such as "There are related contracts that cannot be deleted." Archive the profile instead.

Delete profile on a talent's row inside a List deletes the whole profile, not only the list entry. To take someone off a list, use Remove from list.

Fix duplicate profiles

Worksuite can't combine two profiles for the same person into one. To clean them up:

  1. Choose the profile to keep: the one with current agreements, bank details, Contracts and invoices.
  2. Archive or delete the other one.
  3. To use the duplicate's email on the profile you kept, free the email first. Delete the duplicate, or contact Worksuite Support to change the email on it.

Sometimes two profiles are correct. If one person works with you both as an individual and through their own company, they need one profile for each, with a different email on each. A business email works well for the company profile.

Change a talent's name or type

To correct a name, open the profile and click Edit. You need Can edit Partners profiles. Agreements the talent already signed keep the old name.

To change the talent type, such as individual or company, open the menu next to Edit and select Change partner type. You need Can change Partners type. If a type change also means moving existing Contracts to another profile, contact Worksuite Support.

Still stuck?

Contact Worksuite Support with:

  • a link to the profile
  • the email address involved
  • the exact error message, or a screenshot of it

Support/Resources

Still have questions about talent profiles? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com. Including a link to the page you're on and a screenshot helps us answer faster.