Troubleshooting

Select Send a new code on the verification page. If one was sent moments ago, CareCard asks you to wait 60 seconds first. Check your spam or junk folder before requesting a third.

Select Forgot your password? under the Sign In button, enter your email, and follow the code in the email CareCard sends. Full steps are on the Signing In page.

Without Remember me, a session ends after about 10 minutes of inactivity. With it, you stay signed in on that device for 7 days. Only use Remember me on a device that is yours alone.

You can sign in, but you can't request institution access until your primary email is verified. See Registering.

Confirm you're using the address you registered with — passwords are case-sensitive. No account under that address means registration was never finished; see Registering.

See the full status list on Share With Institution. Pending waits on a coordinator or admin. Info needed means a reviewer wants something from you first — check Messages and reply there. Either way the request stays open.

How you fix it depends on whether anyone has decided yet:

• Still Pending — Open the ⋯ menu on the request, choose Edit, correct it, and select Save Request. Editing is only offered while the request is Pending.
• Already decided — The ⋯ menu offers Hide instead of Edit, which only tidies your own list. Request access to the right program the same way as the first, and tell your coordinator through Messages so they can remove the wrong access.

Delete is on that menu in both cases, and asks you to confirm before it removes the request.

Requirements assigned through a program appear only after you submit that program-access request. If you've already submitted it, confirm the selected year and term, then contact your coordinator if the program still has no assigned requirements. Requirements you can add yourself may appear separately under Add Requirement.

CareCard accepts PDF, JPG, JPEG, PNG, HEIC, HEIF, TIF, TIFF, GIF, and WEBP — export anything else, such as a Word document, as a PDF first. Hit your account file limit instead? Delete something you no longer need.

1. Select Cancel Submission from the ⋯ menu and type cancel. This is only offered while the requirement is Submitted, Processing, or On Hold.
2. The requirement becomes Cancelled and its files unlock — unless another active requirement or approved cycle still uses a file.
3. Attach the right file and Submit again.

Start Reassessment appears on the ⋯ menu when an Approved or Conditional Approval requirement is eligible for renewal. Your current approval stays active while the new one is reviewed. See Uploading Requirement Documents.

See Your Certificate for exactly what a program certificate needs — or issue a custom certificate from whatever evidence is already eligible, instead of waiting.

You can correct it for 42 days after you first save it. After that the edit option simply disappears — no error, no warning. Contact support if the saved value is wrong. The same 42-day rule applies to each entry on the Identity tab.

Correct it from Profile so reviewers can compare your profile with your evidence. Your Full Name, Email Addresses, phone numbers, and addresses can be changed at any time.