How long will it take for my account to be approved?

  • Updated

The Sherpa Onboarding process typically takes around 5 -14 business days.

The duration can vary depending on how quickly you complete all the required steps, and volume of drivers we have onboarding at the time.

Why does it take this long?

The process takes time because we receive a large number of driver sign-ups daily. We need to carefully verify all your documents and information to ensure everything is accurate and meets our requirements.

What should I do if my account isn't approved promptly?

If your account isn't approved right away, it might be because we need more information from you. We'll reach out to you via SMS or email to let you know what's needed, so please keep an eye on your messages.

Here are some reasons your account approval might be delayed

Your video interview hasn't been approved yet

Our Onboarding team will review your video and you'll receive an email with the outcome. If you haven't received the email, it's likely to be still waiting for review. Please be patient and note our current approval time is roughly 5-14 business days.

You haven't uploaded all your documents correctly

Our team will not review your application until ALL your documents are uploaded. Please make sure you have completed all the tasks assigned to you.

Some of your documents are missing or not valid

Our team will reach out to you via email or SMS if we need more information. Please make sure you've uploaded clear and valid documents that have not expired.

You can check all your documents are uploaded by logging in to your Sherpa Account and reviewing the Documents Upload screen in the onboarding view. If you're missing anything, it will say 'Not uploaded' - be sure to complete all document requirements in order to progress your account. 

Not sure where you add your documents? Check out this article: Uploading your Sherpa Onboarding documents to WorkPro

There is a delay with your background checks

Unfortunately, Sherpa cannot control the time it takes to process your Work Rights and Police checks. 

It's usually pretty quick, but can sometimes be delayed more than 2 weeks. 

We are not Onboarding drivers in your location

Sherpa operates in major metro cities around Australia (listed here) but sometimes Onboarding is de-activated in areas where there is already enough drivers. 

We send an email explaining this when you sign up, but you can log in to your account and if we aren't onboarding in your area, there will be a banner explaining this. 

When/if we activate onboarding in your area, you'll receive an email invitation to continue onboarding with us. 

If your area is not deactivated, it may be that we are prioritising specific suburbs at that time.

You have driven with us before and been previously blacklisted

Our Onboarding team checks for duplicated details. If you have been previously blacklisted on our platform, we can detect this and your new application will not be accepted. 

 

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