Client/Employer Stuck in Onboarding After Signup: What Agents Should Check

For agents: After signup, employers often sit in Pipeline Onboarding until the setup wizard is finished. They won’t have a fully usable Company Portal experience until required steps are complete.

What to check with the employer Admin

1. Email verified for the admin account
2. Business details completed
3. Allowances / policy confirmed (especially if they came from a finalized quote)
4. Billing / contract steps completed when required
5. Account Setup / identity verification progressing (SSN, beneficial owners, docs if requested)
6. Bank Setup connected before expecting reimbursements

How you can help without overstepping

• Confirm they used the finalized-quote signup path (so allowances seed correctly)
• Walk them to the next incomplete onboarding card/step
• Escalate verification/billing blockers to support@stretchdollar.com with company name + admin email

Once onboarding is complete, the employer should move to Customer and can invite employees.