# Troubleshooting

Canonical page: https://carecard.ca/knowledge/care-card-guide/user-guide/troubleshooting
Language: en-CA



This page fixes the most common CareCard problems, grouped by where they happen.
If your question isn't here, [message support](/care-card-guide/user-guide/messages)
from your CareCard account.

## Getting Into Your Account [#getting-into-your-account]

<Accordions>
  <Accordion title="The verification code never arrived">
    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.
  </Accordion>

  <Accordion title="I've forgotten my password">
    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](/care-card-guide/account-access#signing-in) page.
  </Accordion>

  <Accordion title="CareCard keeps signing me out">
    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.
  </Accordion>

  <Accordion title="It says my email isn't verified">
    You can sign in, but you can't request institution access until your primary email is verified.
    See [Registering](/care-card-guide/account-access#registering).
  </Accordion>

  <Accordion title="Wrong email or password">
    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](/care-card-guide/account-access#registering).
  </Accordion>
</Accordions>

## Institution Access [#institution-access]

<Accordions>
  <Accordion title="My request still says Pending or Info needed">
    See the full status list on [Share With
    Institution](/care-card-guide/user-guide/institution-access#check-your-request-status).
    **Pending** waits on a coordinator or admin. **Info needed** means a reviewer wants
    something from you first — check [Messages](/care-card-guide/user-guide/messages) and
    reply there. Either way the request stays open.
  </Accordion>

  <Accordion title="I picked the wrong program, campus, or role">
    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](/care-card-guide/user-guide/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.
  </Accordion>

  <Accordion title="My program requirements are missing">
    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**.
  </Accordion>
</Accordions>

## Your Documents [#your-documents]

A **Rejected**, **Cancelled**, or returned requirement becomes editable again. To
fix it:

1. Read the **Verifier Comment** — expand the row and look in the **Info** card. No comment there? Ask through the row's **Message** action.
2. Attach the corrected file — **Upload New File**, or **Attach Existing** from [My Files](/care-card-guide/user-guide/my-files).
3. **Submit** again to send it back to the review team.

<Accordions>
  <Accordion title="My upload keeps failing">
    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](/care-card-guide/user-guide/my-files#your-file-limit) instead? Delete something you no
    longer need.
  </Accordion>

  <Accordion title="I submitted the wrong file">
    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.
  </Accordion>

  <Accordion title="A requirement is near or past its expiry date">
    **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](/care-card-guide/user-guide/requirements#renew-an-approval).
  </Accordion>

  <Accordion title="My certificate isn't available">
    See [Your Certificate](/care-card-guide/user-guide/certificate) for exactly what a program
    certificate needs — or issue a custom certificate from whatever evidence is already eligible,
    instead of waiting.
  </Accordion>
</Accordions>

## Your Profile [#your-profile]

<Accordions>
  <Accordion title="I entered my Date of Birth wrong">
    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.
  </Accordion>

  <Accordion title="My name doesn't match my documents">
    Correct it from [Profile](/care-card-guide/user-guide/profile-update) so reviewers can compare your
    profile with your evidence. Your Full Name, Email Addresses, phone numbers, and addresses can be
    changed at any time.
  </Accordion>
</Accordions>

## Still Stuck [#still-stuck]

Start a conversation from [Messages](/care-card-guide/user-guide/messages) and pick
the topic that fits: **Requirements** for a question about one document — you can
name the exact requirement — or **Technical Support** if a CareCard page or
feature isn't working.