3684101 - e-verify case stuck in manual review status despite being closed in e-verify case tracker

• The I-9/E-Verify case for a user is stuck in the "Manual Review" status in SAP SuccessFactors Onboarding.
• The E-Verify Case Tracker indicates that the case is closed with no further action required.

SAP SuccessFactors Onboarding

1. Log in to the E-Verify Case Tracker and locate the specific case number.
2. Verify that the case status in E-Verify Case Tracker shows as closed with no action needed.
3. Check the case status in SAP SuccessFactors and confirm that it remains stuck in "Manual Review".

• The issue appears to be caused by a synchronization failure between E-Verify and SAP SuccessFactors Onboarding, preventing the case status from updating correctly in SF.

Click "Refresh Data" in SAP SuccessFactors to trigger a sync from E-Verify back to SuccessFactors.

• Wait a few moments.
• Check whether the status updates from "Manual Review" to the correct status (e.g., TNC, Pending Referral, etc.).

If "Refresh Data" does not update the status, use the Resolve action:

• Click Resolve.
• If the system opens the TNC flow (employee notification and response steps), proceed through the required actions.
• This may allow progression if the case truly reached a TNC stage on E-Verify.

Check for sync or integration errors:

• Navigate to Admin Center → Monitoring Tools → Integration Center / Error Logs.
• Look for failed job logs or sync errors between SuccessFactors Onboarding and E-Verify.
• A failed integration run may prevent the status from updating.

Handle the case directly in the E-Verify portal if needed:

• Log into the E-Verify website.
• Complete or update the case in the portal.
• Return to SuccessFactors and click "Refresh Data" again to pull the updated status.

• Refer to: 3551117 - ARCHIVED Unable to complete "Complete E-Verify: Tentative Nonconfirmation" task - Onboarding - SAP for Me.
• Refer to: 0003468442 - How to manually create an E-Verify Case and what are the pre-requisite permissions needed?.

e-verify, manual review, synchronization failure, case tracker, refresh data, resolve action, tnc flow, integration errors, onboarding, error logs, sync failure, e-verify portal, case status update. , KBA , LOD-SF-OBX-EVF , Everify , Problem