PeopleMatter Support: 1-877-354-2266
Monday-Friday 8:30 AM-8:30 PM EST

Knowledge Base

Hi! We've moved the Knowledge Base to make it better for you. Check it out here.

This site isn't being updated anymore but will be available until January 24.

I need help with…

Error Message on any blocking action item: Employees and/or Candidates (Resolved)

Amy -


ISSUE: Employees and/or Candidates are receiving a Server Error/Runtime Error during following actions: create account, edit I9, action item, email links to create account or access onboarding

HOW IT'S MANIFESTED:  This error occurs when a new employee attempts to save the account creation information. It also occurs when clicking the email link to create a new account or access onboarding

ROOT CAUSE: There is an issue with the Terms & Conditions. Any candidate/employee that has not already signed the T&C will receive this error.

WORK AROUND: There is no work around at this time. Our team is aware of the issue and working to resolve it. We will update this article on the hour.



  • Avatar

    As of 12:35PM EST, our team has found the root cause. It is being tested and will be fixed as soon as possible. I will provide another update no later then 1:30PM EST.

  • Avatar

    As of 1:35PM EST, our team is continuing to test the fix for this issue. We will have to deploy a patch for resolve it completely. This patch would be deployed in the early morning of 12/30 at the latest. Next update in 3-4 hours.

  • Avatar

    Our team is still working on the specific time to deploy the fix to the PeopleMatter Production site. Next update will provide a time.