Submitting a Change Request

Written By Vik

Last updated 21 days ago

Receiving a credential is a great moment; but what if you notice a mistake in the issued details like your name, gender, date, or something else?

Your first instinct might be to send an email or call the issuing organization, but:

  • They may be busy handling multiple requests like yours.

  • Emails can be overlooked or missed.

  • There’s no way to track the status of your request.

To address this and make the process transparent and efficient, Wauld introduces a built-in Change Request Flow; a clean, trackable, and convenient way for recipients to request corrections in their credentials.

Before you begin: We recommend reviewing the article Viewing & Downloading Credentials to understand how to access your credentials.

How to Submit a Change Request

You can submit a change request in two ways:

  1. As a logged-in user

  2. As a logged-out user (using sign-in or email verification)

For Logged-In Users

  1. Log in to your Wauld Recipient Dashboard.

  2. Select the credential you want to raise the change request from your list.

  3. This opens the Credential Detail View.

  4. On the right-side panel, click the Submit a Change Request button.

  5. A Change Request Modal will appear with the following fields:

    • Subject: Brief title of your request (e.g., "Correct Name on Credential")

    • Body: Provide full details of the correction you are requesting.

    • Supporting Documents (optional): Upload evidence to support your request.

      • Accepted formats: PNG, JPG, PDF, DOCX

      • Maximum size: 10 MB

      • You can upload files by:

        • Clicking the upload area to open your system file picker

        • Dragging and dropping files into the modal

  6. Click Submit to send your request.

  7. A confirmation modal will appear once submitted. You can choose to edit the request immediately if needed.

Subject and body are mandatory. Supporting documents are optional but recommended for quicker verification.

For Logged-Out Users

Even if you're not logged in, you can still submit a change request using one of two options. When you click the 'Submit a Change Request' button, a modal will appear with two choices: 'Sign In' or 'Send a Verification Code'.

Option 1: Sign In or Create an Account

  1. Click Sign In on the modal.

  2. If you already have a Wauld account, sign in.

  3. If not, you can create a new account during this process.

  4. After signing in, you’ll be taken to the Credential Detail View with the Change Request Modal already open.

  5. Fill out and submit the form as described above.

Option 2: Verify via Email Code

  1. Click Send a Verification Code on the modal.

  2. A code will be sent to your registered email address.

  3. Enter the code in the modal when prompted.

  4. Check the box that says:
    “By verifying, if you don’t have an account, we’ll create a secure profile so you can manage your credentials later.”

  5. Click Verify.

  6. You’ll then be taken to the Credential Detail View with the Change Request Modal open.

  7. Complete the request form and click Submit.

By checking this box, you confirm that if you don’t already have an account, one will be created for you. This is solely to help you track the status of your request when you return. It does not subscribe you to any promotional emails or marketing communications; it’s only for managing your credentials.

Editing a Change Request

You can update your change request as many times as needed until it is approved or rejected. Here is how you do this:

For Logged-In Users

  1. Go to the Credential Detail View.

  2. The previous Submit a Change Request button will now appear as a View button.

  3. Click View to open the previously submitted request.

  4. Inside the modal, click Edit.

  5. You can now update:

    • Subject

    • Body

    • Supporting documents (optional)

  6. Click Submit to update the request.

  7. Click Cancel to discard any changes.

Rules remain the same: Subject and body are required. Documents are optional.

For Logged-Out Users

  1. Click Submit a Change Request.

  2. Sign in or verify using a code as described earlier.

  3. After successful verification, you’ll be taken to the credential with the existing change request modal open.

  4. Follow the same steps to edit and resubmit.

What Happens After Submission?

Once your request is submitted:

  • A confirmation email is sent to you.

  • The request becomes visible to the issuing authority in their admin portal.

  • The status of your request can be tracked in:

    • The Change Request Banner on your Recipient Dashboard

    • A Pending Change Tag displayed on your credential card

When a Request is Approved

If the issuing authority approves your request:

  • Your old credential will be voided.

  • A new credential with the corrected details will be issued.

  • You will receive an email notification along with the new credential link

  • Access in your dashboard to view/download/share it again

If Your Request is Rejected

If your request is rejected:

  • You’ll receive an email with the reason for rejection.

  • You are welcome to submit a new request if needed.

  • You can do this as many times as needed until the issue is resolved.

If the Submit a Change Request button is missing in the credential details view, it may be because the issuer has archived the workspace from which your credential was issued. In such cases, please contact the issuer directly through their email for any updates or changes.

This process ensures that your corrections are documented, trackable, and secure. Once submitted, your issuing organization cannot make changes to your request but has the ability to approve or reject it based on the information you provide. To help ensure a faster resolution, it’s important to submit clear and well-explained requests, along with any valid supporting documents.