Updated November 2026
If we need more information or cannot approve
PractitionersMost uploads are approved as submitted. When something is missing, you get an email that says exactly what, with a link to fix it.
A request for more information
The email comes from hello@kaerwell.com and links straight to your credentials page. Common requests:
- A legible, complete copy (the first upload was cropped or blurry)
- A document that shows the expiry date
- A license or degree instead of a course or CEU certificate
- The reason the name on the document differs from the name on the account
Reply to the email if you have a question. We send one reminder after five days if we have not heard back.
If we cannot approve
You get an email with the reason. You can upload a different document at any time from your credentials page, and we review it within one business day.
Mistakes happen
If you believe a decision was wrong, reply to the email with the detail we missed. A person reads every reply.
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