SAP Knowledge Base Article - Public

2778907 - Unable to Change Passport Number for I9 Reverification [Compliance] - Onboarding 1.0

Symptom

When entering a new Passport Number an error is shown below when replacing the old number.

The following fields are required and must be filled in before you continue:

"Passport number does not match the number provided by new-hire previously"

Environment

SAP SuccessFactors Onboarding 1.0

Reproducing the Issue

1. Navigate to SAP SuccessFactors HCM > Onboarding > I-9 Reverification Process.
2. Select the affected candidate's activity and attempt to complete the I-9 Reverification.
3. An error message will appear stating: "The passport number does not match the number previously provided by the new hire."

Cause

In general, this is a common situation where an employee has received a replacement passport (as previous one is now expired).

Resolution

Live Customers:

Contact Product Support to change the passport number from the backend. Please provide the following details:

  • Company ID
  • Data Center
  • Affected Candidate
  • New Passport Number


Onboarding Support team, please refer to the internal memo. 

Keywords

ONB-20182, I9 - Reverification, Onboarding 1.O, Passport Number, Passport number does not match the number provided by the new hire previously. Update the new passport number. , KBA , LOD-SF-OBD-I9 , I9 Issues and requests for Onboarding , Problem

Product

SAP SuccessFactors Onboarding all versions