Troubleshooting

Login.gov

If Login.gov was your choice for identity verification, but is not syncing to the Researcher Workbench, we recommend clearing the browser cache and cookies, logout of the Researcher Workbench, and login again. If the sync does not occur, please try in a different browser. Please ensure you are not using an incognito or private browser tab. If you still experience technical issues, please email support@researchallofus.org. 

ID.me 

After you complete the verification process, select “Allow” to consent to share your identity information with XMS Int. This secure webpage is hosted by the U.S. Department of Human and Health Services external management system (HHS XMS). Your identity information will not be shared with the All of Us Research Program.

After this, you can navigate back to the Researcher Workbench Data Access Requirements tab and refresh the browser. If the sync does not occur, please logout of the Researcher Workbench, and login with a new browser. If the verification is still not synced, please allow 1-2 business days, as the sync may resolve spontaneously. 

Yes. If you reside outside of the United States and do not have a Social Security number (SSN) or or Individual Taxpayer Identification Number (ITIN), you can verify your identity with ID.me using your international passport number instead. Here are some general steps we recommend:  

• After creating your ID.me account, select "I don't live in the United States."
  • Note: Select the option "I don't live in the United States" after creating an account through ID.me, even if you're currently living in the United States. 
• Under "Current address," enter your international address.
• From the Confirm your Social Security number screen, select “I have never been issued a Social Security number or Individual Taxpayer Identification Number.”

• Next, you will be prompted to enter your passport information.

For a list of acceptable documents, visit Documents to verify if you live outside of the US. To learn more about this verification process, please see this ID.me support article: Verifying if you live outside of the United States

If you encounter an “Access Denied” page when attempting to launch ID.me from the Researcher Workbench, ensure you are not on your institution's VPN. Also ensure you are using an appropriate email for ID.me login. Do not use your @researchallofus.org username. If you already have an ID.me account, please use the original email when your account was created to login. Please view these instructions to learn more: Identity Verification. If the issue persist, email support@researchallofus.org

If you still encounter issues with your identity verification, please see this support article or contact us at support@researchallofus.org. 

If your billing account is not working, please confirm the following:

1. Your GCP billing account is active

• Verify the Google Cloud Platform (GCP) billing account exists and has a valid payment method.

2. You are the original creator of the workspace

3. You’ve granted Workbench access permissions to the billing account

• In the GCP Billing Console, go to Account Management → My Billing Account → Add Principal.
• Add your @researchallofus.org account and billing@workbench.verily.com as a as billing account users.
• Link your Workbench account with the GCP Billing Console asdescribed here.
• Create a pod using your 18-character Google Billing account ID asdescribed here.

4. Is the billing account linked to several other projects?

• GCP billing accounts can be linked to a specific amount of maximum projects (typically 5 by default); these are account quotas and are used by GCP to improve security and service. In this case, a project could be many things, including other All of Us workspaces. If your billing account is already linked to the maximum number of projects then you’ll be unable to successfully link it to an All of Us workspace. This will result in an error when trying to create or edit a workspace using the GCP billing account. If you believe that you may possibly be running into a quota issue, you can request a quota increase from Google to allow more projects. Alternatively, you can reduce the number of projects associated with the billing account (delete any unneeded or unused projects), or you could set up a new billing account. Most users who run into this issue find that requesting a quota increase from Google is the best workaround. 

If you fall into any of these scenarios and would like more information, please see our support article. 

You might be trying to create a GCP Billing Account using your @researchallofus.org username. If that's the case, you won't be able to do that. You must use either a personal or institutional Gmail account to set up your personal billing account. From there, you can configure the Billing Account correctly for the Researcher Workbench. 

For step-by-step guidance to correctly set up a self-service GCP Billing Account and then configure it for the Workbench, please consult the following two user support articles:

• Setting Up Your Google Cloud Platform (GCP) Billing Account
• Enabling and Disabling a Google Cloud Platform (GCP) Billing Account

This occurs when the Data Access requirements are not completed, so the Workbench account is incomplete. Please go to the Workbench lobby (https://workbench.researchallofus.org/login). Sign in here with your @researchallofus.org username and password you set when you created your account:

 When you've logged in, you need to open the navigation menu in the top left-hand corner, click on your name, and then click on 'Data Access Requirements'. From there, you'll need to complete all 3 steps (turn on 2-step verification, verify your identity, complete your training, and sign the Data User Code of Conduct). 

 When that's complete and your training has synced, you should be able to create new workspaces and pods in the Verily Workbench, but you won't be able to do anything before those requirements are fulfilled.

Verify the following before contacting support:

• Confirm that billing@workbench.verily.com was added with the “Billing Account User“ role specifically — not “Billing Account Viewer“ or another role.
• Confirm you signed in with your @researchallofus.org account (not a personal Gmail) during the Workbench linking step.
• Try unlinking and re-linking the account: go to your profile, select “Linked accounts,“ remove the existing Google link, and repeat the linking steps.
• If the issue persists after re-linking, contact the All of Us support team.

GCP permission changes can take up to 24 hours to propagate. Wait until the following day and then retry the linking step in the Researcher Workbench under Profile > Linked accounts. If the account still does not appear after 24 hours, contact the All of Us support team.

This is a GCP-side issue and is not related to the Researcher Workbench. No action is needed on your end. Wait for GCP to resolve the delay, then retry the linking process. You can monitor GCP service status at https://status.cloud.google.com.

You will need to re-link using the correct credentials:

In the Researcher Workbench, go to your profile and select “Linked accounts.“Remove the existing Google account link.Select “Link Account“ again and sign in with your @researchallofus.org credentials when prompted.