My professional reference document was rejected — what to include

Last updated: September 21, 2026

Applies to: workers whose onboarding includes a Professional Reference requirement. This is a credentialing step that applies to some assignments — often healthcare and other regulated placements — and it is set by the client, so if you do not see this step it does not apply to you.

Summary: A professional reference upload is rejected when the document does not contain all of the details we have to record for each reference. You need at least two references, and for each one we need five things: full name, phone number, email address, the employer where you worked with them, and their job title.

What the document has to contain

One document can cover all of your references — it does not have to be a letter from each person. For at least two professional references, include:

  • Full name

  • Phone number

  • Email address

  • The name of the employer where you worked with that person

  • Their title

If any one of these is missing for either reference, the upload will be sent back.

Why an upload usually gets rejected

  • The wrong document was attached. This is the most common cause. Each requirement in your onboarding accepts only its own document type, so a résumé, an immunization record or a certificate uploaded against the reference requirement will be rejected even though the file itself is perfectly valid.

  • Only one reference was listed. Two is the minimum.

  • Contact details are incomplete — commonly a missing email address or job title.

What the rejection notice means

If you received a notice telling you a credentialing document was rejected, it refers to that one upload. It is not a decision about you, your background check or your assignment, and it does not remove any step you have already completed. The reason shown on the notice tells you what was wrong, and you can upload a corrected document against the same requirement.

What to do next

  1. Log in at app.ascen.com and open the Professional Reference requirement in your onboarding.

  2. Upload a document that lists at least two references with all five details above.

  3. If the requirement keeps rejecting your upload, or you believe the document you sent does meet the requirement, email it to support@ascen.com and say which requirement it is for. We can review it and add it to your record.

Questions about whether a particular person is acceptable as a reference, or about the requirements attached to your assignment, should go to your staffing Partner — they set the requirement list for the placement.

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