Can't find the paperwork

Now is the most technologically advanced the human race has ever been.

[Sidebar: How depressing would it be if that was NOT a true statement? Imagine if 20 years ago / 50 years ago / 100 years ago was MORE technologically advanced than where we are today? Is this what AI is bringing to us?!?!]

Back in the good ol' days, we used to do applications and hiring paperwork on paper! I know! Probably why it's called paperwork. Novel.

Nowadays, just about everyone does paperwork digitally. We, as a staffing agency, have people complete their applications, paperwork, timecard submittals, paystub retrievals, whatever, online (securely, of course). What is the process you ask? Let me explain.

Our company (as do most) has a secure, encrypted website where we have our newly hired applicants complete their paperwork (background information, tax forms, etc.). We create a username and temporary password for them to log in to complete these forms, sending an introductory email with instructions. Specifically, the email instructs the user to navigate to the Documents section once they are logged in.

Seems pretty straightforward, right?

Yeah. No.

It is far more difficult than you might imagine to get these people logged in so they can finish the hiring process. As a text we received overnight attests:

Paperwork (PPW): I logged in but there are no documents to fill out like I was told. (included is a screenshot of the website where the candidate was sitting on the home page after logging in)

Me: (still waking up as caffeine had not yet hit my bloodstream) The documents you need to fill out are in the Documents section as listed in the email instructions. In the picture you sent, there's a tab labeled Documents. Click it. The documents you need to fill out will be there.

PPW: Oh, I found them!

Me: (long, irritated sigh)

Lord help us all.