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INTERNAL ONLY | AI SUPPORT ARTICLE | Credential and Compliance Document Uploads

Updated

Hidden article for AI retrieval and deflection support only.
Not intended for public Help Center navigation.

Uploading Credentials and Compliance Documents

Certain workplaces require specific credentials before you can book shifts. These include licenses, certifications, background checks, TB tests, COVID vaccination records, and other compliance documents.

How to upload:

  1. Tap "Account," then "Documents" in the Clipboard app
  2. Find the document type you need to upload (e.g., "TB Test," "CPR Certification")
  3. Tap "Upload" and take a clear photo or select from your gallery
  4. Make sure the entire document is visible, well-lit, and not blurry
  5. Submit and wait for review

Review timelines:

  • Most document reviews are completed within 1–3 business days
  • Some documents (licenses, background checks) may take longer, depending on verification requirements

Document Upload Not Working

Upload button not responding or upload fails:

  1. Check your internet connection — uploads require stable connectivity
  2. Make sure the Clipboard app has camera and photo library permissions (device Settings → Clipboard → Camera / Photos)
  3. Reduce the file size — if the image is very large (over 10 MB), resize it or take a new photo at standard quality
  4. Force-close and reopen the app, then try again
  5. Try uploading from a different network (switch Wi-Fi to mobile data)
  6. If still failing, contact the Support Team and share the document photo directly in the support chat

Document type not listed in the app:

  • Not all document types are listed for all accounts. The documents you see depend on your qualification type (CNA, RN, LVN, etc.) and the workplaces you're eligible for
  • If a workplace requires a document that isn't listed, contact the Support Team — they can add the requirement or accept the upload through the support chat

Rejected Documents

Common rejection reasons:

  • Blurry or incomplete photo: The full document must be visible. Retake in good lighting
  • Expired document: Upload a current version. Expired credentials cannot be approved
  • Wrong document type: Make sure you uploaded the correct document (e.g., TB test results, not a TB screening order)
  • Name mismatch: The name on the document must match the name on your Clipboard account
  • Missing required fields: Some documents need specific information visible (license number, expiration date, issuing authority)

After a rejection:

  1. Check the rejection reason in "Documents" or in-app notifications
  2. Correct the issue and re-upload
  3. If you're unsure why the document was rejected, contact the Support Team with the document type and the rejection message

Expiring Credentials

You'll receive a notification when a credential is approaching its expiration date. Upload the renewed document before it expires to avoid losing access to shifts.

If a credential expires before you upload the renewal:

  • Shifts at workplaces that require that credential will no longer be visible
  • Already-booked shifts may be removed from your calendar
  • Upload the renewed document as soon as possible — once approved, shift access is restored

Background Check Issues

Background check status not updating:

  1. Background checks are processed by a third-party provider and may take several business days
  2. Check your email (including spam) for any requests from the background check provider for additional information
  3. If the status hasn't changed after 7 business days, contact the Support Team

Background check finding you believe is incorrect:

  1. You have the right to dispute findings directly with the background check provider
  2. Instructions for filing a dispute are included in the notification you received
  3. Contact the Support Team after filing a dispute so they can track the status

TB Test Uploads

Uploading TB test results:

  • Upload the official results document — not the screening order or appointment confirmation
  • The document must show: your name, test date, result (negative/positive), and the provider's information
  • If your TB test is a two-step test, both results may need to be uploaded

"Can't add TB test" troubleshooting:

  1. Make sure you're uploading to the correct document slot (it may be labeled "TB Test," "TB Screening," or "Tuberculosis Results")
  2. Check that the image is clear and the full document is visible
  3. If the upload slot doesn't appear, your account's qualification type may not require a TB test. Contact the Support Team if you believe it should be available