SAP Knowledge Base Article - Public

3104040 - Error Received When Submitting E-Verify case in Onboarding

Symptom

The following error is received when submitting e-verify case in Onboarding

"E-Verify did not receive your case information. Please try to resubmit or try again later by going to the E-Verify To-Do tile, find the new hire and click Start to retrigger the E-Verify case."

Environment

SAP SuccessFactors Onboarding

Cause

Hyphens in phone number submitted such as: ###-###-####

Resolution

When submitting e-verify, two phone numbers are being submitted; one from the employer and one from the employee. First check if the phone format submitted from the employer is correct.

  1. Admin Centre
  2. Compliance Settings
  3. Select US
  4. Select E-Verify
  5. E-Verify Configuration
  6. Edit configuration
  7. Phone number field must be 10 digits no hyphens

The second phone number submitted is the employee. Review the candidate's number and ensure no hyphen or '+' is added. The number must be 10 digits long. If any character such as '-' or '+' is found remove and attempt to submit case again.


Keywords

SF, success factors, ONB, OBD, on boarding , KBA , LOD-SF-OBX-EVF , Compliance 2.0 for i9 and everify , Problem

Product

SAP SuccessFactors Onboarding all versions