I-9 Pro Frequently Asked Questions

1. Q: How much does each I-9 Pro cost? 

   • A: Costs will be outlined in the service agreement and will be determined by the type of subscription purchased and the volume of appointments. Costs fall into two categories: 
     1. Each attended virtual I-9 Pro appointment will have an associated cost associated with it in addition to the license to the application. 
     2. All I-9 Pro appointments will incur an unexcused fee if they are either: 
        • Not attended by the employee 
        • Cancelled with less than a 12-hour notice before the scheduled date and time 
        • Incomplete - Section 2 cannot be completed because of the employee’s inability to fulfill their responsibilities (e.g. the employee does not bring their employment authorization and/or identity document(s) or the employee is experiencing technical issues with accessing the appointment) 
        • Employee exhibited inappropriate behavior during the appointment 

2. Q: Can an appointment be rescheduled or canceled? 

   • A: Yes, as long as the appointment is more than 12 hours in the future, the employee will have the ability to reschedule or cancel their appointment. Employees can access the I-9 Pro scheduling system via the calendar invite that is sent to them via email. 

3. Q: How are exceptions handled? For example, what happens if the employee does not attend the appointment or bring their appropriate identity and work authorization documents? 

   • A: The Tracker I-9 Complete application will receive updates from the I-9 Pro team when there are unexcused exceptions. When this happens, the Tracker I-9 Complete application will convert the workflow from I-9 Pro to Employer Appoint and the I-9 Next Action value will be changed to Appoint Section 2 Representative. When this happens an I-9 Manager can initiate a new I-9 Pro workflow or choose another workflow to have Section 2 completed. We strongly encourage I-9 Managers to monitor the Appoint Section 2 Rep report on their Remote I-9 dashboard for these types of occurrences.
      

4. Q: Can the I-9 Pro compliance expert complete the E-Verify process or complete Section 3 reverifications? 

   • A: No. At this time, the I-9 Pro compliance expert will not be able to complete E-Verify or process Section 3 reverifications. However, we will be considering this for a future enhancement. For employers who are configured to auto-submit the Form I-9 to E-Verify upon completion, an E-Verify case will automatically get created and submitted once Section 2 has been signed. We strongly encourage I-9 Managers to monitor their E-Verify dashboard and take timely action on any pending cases. 

5. Q: What happens if the employee doesn’t complete the Employee Document Upload (EDU) page where they select and upload their identity and work authorization document(s) to the Tracker I-9 Complete application after completing Section 1 of their Form I-9? 

   • A: During the I-9 Pro appointment, the compliance expert will be able to send a request to the employee and have them complete the EDU page and avoid an unexcused appointment. 

6. Q: What happens if the employee shows up to the I-9 Pro appointment with eligible documents that are different from the ones they selected on the EDU page after completing Section 1? 

   • A: During the I-9 Pro appointment, the compliance expert will be able to send a request to the employee and have them recomplete the EDU page. 

7. Q: What happens if the employee uploads incorrect images of their documents on the EDU page or if the images that they uploaded are of insufficient quality? 

   • A: During the I-9 Pro appointment, the compliance expert will be able to send a request to the employee and have them recomplete the EDU page. 

8. Q: What happens if, during the I-9 Pro appointment, it is identified that the employee needs to make a change to Section 1? 

   • A: During the I-9 Pro appointment, the compliance expert will be able to initiate a Remote Section 1 Amendment and send a request to the employee and have them update Section 1 and avoid an unexcused appointment. 
     Note: The Remote Section 1 Amendment feature needs to be enabled for the client. 

Additional Resources:

• I-9 Pro Feature Guide
• DHS Alternative Procedure for Document Examination FAQ