Support center update log

Updated July 10, 2026 16:44

General updates
- Added Favorite functionality for signed-in users.
1. While viewing an article, use the Favorite button below the article title to add it to your favorites.
2. View your saved favorites by clicking your name in the top right and selecting to Favorites.
New articles
- End of year review deadlines - 2026
Article updates
- Tips for avoiding WELL at scale document upload and location assignment issues
  - Added information about how to tell which account a document was uploaded to in the “Uploading some documents from the WELL at scale account and some from the location account” section
- Update targeted milestones at existing locations
  - Updated text in warning box to reflect recent changes to target behavior–all “target for this review cycle” reset after completion of each review
- Upload documents to your account
  - Added information about how to tell which account a document was uploaded to in the warning box at the start of the WELL at scale Scorecard instructions
  - Reworked the WELL at scale Documents Library instructions to be more easily readable and include more screenshots
- Pre-approved programs
  - Replaced CBRE Asia Pacific and CBRE – Workplace Well-being Survey for C04 and C05 with CBRE WELL Occupant Satisfaction Survey
- Performance verification document expiration for WELL at scale
  - Added “Feature parts that do not require new performance testing data” section to explain what to do with features that don’t require new documents when certain changes have not occurred in the space, as defined in the recertification tool
- Recertification and WELL Rating renewals under WELL at scale
  - Added note unde the “On an as-needed basis” section explain what to do with features that don’t require new documents when certain changes have not occurred in the space, as defined in the recertification tool
New articles
- WELL in your building promotional materials
Article updates
- Submit documentation for review
  - Added WELL for residential section
- Understanding the review process
  - On the WELL for residential tab, replaced the reference to emailing the completed review sheet with updated instructions to submit via support tab
- Upload documents to your account
  - On the WELL for residential tab, replaced several references to an email address to updated instructions to submit via support tab
- Submit an AAP or equivalency proposal for review
  - On the WELL for residential tab, replaced several references to an email address to updated instructions to submit via support tab
- Understanding audit documentation
  - On the WELL for residential tab, replaced several references to an email address to updated instructions to submit via support tab
- Submitting new innovation proposals
  - Added WELL for residential section
- Health and wellness buildings within WELL Community
  - Added WELL Performance Rating as an approved program
- Pre-approved programs
  - Added WELL Performance Rating as an approved program
New articles
- Understanding performance verification for WELL for residential
Article updates
- Request an expedited review
  - Added a row for WELL at scale reviews
- Understanding the review process
  - Added WELL for residential tab
  - Consolidated WELL Community and WELL Certification sections to make room for WELL for residential
  - Updated WELL at scale section to mention new restrictions on accepting round 1 as final
- Adding locations to your account
  - Added additional information to the WELL for residential section, including how to complete the “Building/community information” and “Owner information” sections
- Create a custom scorecard
  - Added additional information about feature eligibility to the WELL for residential section
- Submit an AAP or equivalency proposal
  - Added instructions for WELL for residential
- Upload documents to your account
  - Added instructions for WELL for residential
- Recertification and WELL Rating renewals under WELL at scale
  - Added a note instructing WELL at scale teams to indicate which level of certification they are pursuing when submitting for recertification
- Understanding audit documentation
  - Added WELL for residential tab
New articles
- 10 tips for building a great WELL team and process
Article updates
- WELL EP overview
  - Updated “What is a WELL EP”, “Who can become a WELL EP”, and “Why are WELL EPs important” sections to reflect recent updates
  - Replaced the attached pre-approved template FAQ document with an updated version
- Works with WELL overview
  - Changed the order of the sections
  - Renamed “What does Works with WELL cost?” section to “How can I enroll in Works with WELL?” and updated content reflect changes to the program
- Works with WELL product submission process
  - Renamed from “Works with product submission resources”
  - Updated to reflect current SOP; further updates to come
  - Added link to new feature compatibility list
- Pre-approved programs
  - Added FLAD as a program for C04 and C05
- IWBI membership overview
  - Updated membership benefits table to match new version in wellcertified.com
- Use an alternative
  - Added note to Crosswalk and Skybridge sections instructing teams to be sure to assign these options to all applicable features
- Use an alternative approach
  - Retired article to remove redundancy; all information from this article is contained in the “Use an alternative” article above. All traffic has been rerouted to “Use an alternative.”
- Update targeted milestones at existing locations
  - Added instructions to update milestone targets from a subscribed location
- Understanding audit documentation
  - Added clarification that not all technical documents are audited–some are shareable and some are individual
Article updates
- Understanding space types in WELL
  - Added “Identifying space types” section
- Editing your subscribed locations
  - Updated note at the bottom of the article to state that project teams cannot edit their project’s address or ownership type, in addition to being unable to change construction status from Construction Complete to Under Construction.
  - Removed “Edit a single field across multiple locations” section as that feature has been removed
- Use an alternative
  - Clarified some steps related to AAPs and crosswalks, and removed equivalency proposals from this article as they are not assigned in this way
  - Update steps at the bottom of the article to more accurately reflect the current platform experience
- WELL resources: pitch and implement
  - Added WELL for residential, WELL Operations Rating and WELL Real Estate Rating entries to the “Start here” section
  - Replaced several links with updated versions:
    - Replaced "Listen to webcasts: Human and Social Capital in your ESG Strategy Webcast; Prioritize health in your ESG strategy" with "Listen to social sustainability webcasts"
  - Added Investing in Health Pays Back report and deck
  - Added Research and design webcasts and WELL expert series
- Create a custom scorecard
  - Edited some text to more clearly identify which instructions apply to which ratings
  - Edited text related to innovation features within WELL Certification for clarity/brevity
- Understanding audit documentation
  - Updated note about one-document limit to explain proper handling for ratings
- WELL Real Estate Rating overview
  - Added “Additional resources” section with links to gap analysis, slide deck and one pager
- WELL Operations Rating overview
  - Added “Additional resources” section with links to gap analysis and one pager
New articles
- WELL for residential overview
- How much does WELL for residential cost?
Article updates
- Define your WELL project boundary
  - Added WELL for residential tab
- Create a custom scorecard
  - Added WELL for residential tab
- Adding locations to your account
  - Added WELL for residential tab
- Review residential enrollment requirements
  - Added information about WELL for residential
- LEED + WELL streamlined certification process guide
  - Completely reworked article to reflect updates to LEED + WELL crosswalk
- LEED crosswalk
  - Merged content into LEED + WELL article, archived this article and redirected URL to LEED + WELL
- Change your project’s owner
  - Updated table - WELL Core projects that are changing owners at recertification need the Change of Owner Agreement, not the Change of Owner for Transfer of Documents Agreement
- How to enroll your project
  - Added WELL for residential tab
- Best practices: Developing a WELL at scale RFP
  - Various updates to content/formatting
New articles
Article updates
- Works with WELL overview
  - Extensive changes to all sections of the article
  - Removed “How do I enroll in Works with WELL” section as this is covered in Works with WELL product submission resources
- Works with WELL product submission resources
  - Renamed from previous title “Complete and submit Works with WELL documentation for review”
  - Added resources that were previously in the Works with WELL toolkit
- Works with WELL toolkit
  - Moved product submission resources to Works with WELL product submission resources
- Understanding audit documentation
  - Added audit location calculator
- Overview of steps to complete recertification for your project
  - Added note stating that opt-in projects that have not completed the rating process must do so before starting recertification
- Enroll for recertification
  - Added note stating that opt-in projects that have not completed the rating process must do so before starting recertification
- WELL pricing discounts
  - Added note below the table stating that the small business discount does not apply to owner organizations located in mainland China, Hong Kong, Taiwan or Macau
- What is performance verification?
  - Added “What is performance verification”, “Roles in the performance verification phase”, “Preparing documentation for performance verification” videos
- Mid-review clarification
  - Added line reflecting new policy to issue an MRC if a project has unmet preconditions at final review
New articles
- WELL at scale review timeline calculator
- How to contact us
Archived articles
- Q2 2025 addenda has been consolidated into the Previous addenda article
Article updates
- Pre-approved programs
  - Updated “How to become a survey provider” section to state that applications are currently closed while OneWELL undergoes public comment/finalization.
- Works with WELL toolkit
  - Reformatted to match other toolkit pages
- WELL Operations Rating overview
  - Updated text stating the total number of points to “more than 80 points are available”
- Understanding the review process
  - Added a link to the WELL at scale review timeline calculator
- WELL EP overview
  - Added additional information about WELL EP benefits:
    - Accelerated review timeline - added FAQ
    - Pre-approved templates - added FAQ, template confirmation, and templates
- WELL Health-Safety Toolkit
  - Removed multiple expired links
- Project boundary changes during recertification
  - Corrected outdated information about v1 recertification pricing
  - Adding link to v2 recertification tool
Article updates
- Ongoing reporting requirements for WELL Ratings
  - Added information for Coworking, Real Estate and Operations Ratings
- Uploading ongoing documents for WELL at scale
  - Added information for Coworking, Real Estate and Operations Ratings
- Pre-approved programs
  - Added note about I05 documentation requirements for precertification projects
- WELL Precertification documentation requirements
  - Added note about I05 documentation requirements for precertification projects
- Submit an appeal
  - Further clarified when an appeal can be submitted to add additional features (features verified by documentation after final documentation review, features verified by performance verification after performance review)
- How much does the WELL Health-Safety Rating cost?
  - Added renewal pricing information
- How much does the WELL Equity rating cost?
  - Added renewal pricing information
- How much does the WELL performance rating cost?
  - Added renewal pricing information
- WELL EP overview
  - Added new WELL EP overview one-pager
New articles
- Performance Verification coordination
- Email verification for anonymous users
Article updates
- Pre-approved programs
  - Added three new surveys:
    - Cushman and Wakefield Workplace Satisfaction and Performance Insights (for C04 and C05)
    - Grace Hill | KingsleySurveys WELL Core Assessment for C04
    - Grace Hill | KingsleySurveys WELL Performance & Wellness Suite for C05
  - Reformatted survey names to match upcoming OneWELL directory
  - Added additional programs to the list for WELL Community Health and Wellness Rating Systems
    - WELL for Residential
    - Fitwel
  - Added note to WELL Community Health and Wellness Rating Systems explaining that in addition to the rating certificate, certain programs (indicated with an *) must also submit additional documentation (e.g., project scorecard) demonstrating that environmental testing strategies were achieved specifically.
- Submit an appeal
  - Correct a bullet point stating that appeals to add additional features could be submitted after final documentation review; these are submitted after the final WELL review is returned
- Respond to review comments
  - Added a tab with instructions for WELL Ratings (both enhanced and non-enhanced scorecards)
- Your guide to WELL at scale review
  - Removed a leftover reference to the previous review info form
  - Renamed from “Your guide to WELL at scale documentation review”
- Start the WELL documentation process
  - Removed broken video link and replaced with a link to Excelling in your WELL documentation review video in the forum
- Completing your WELL Health-Safety renewal scorecard
  - Added additional information about how to handle audits for single location accounts
New articles
- Pursuing WELL for your tenant space
- WELL in your space announcements template
Article updates
- Tips for preparing documentation
  - Added more specific instructions to find sample docs on the Support tab of v2 and v2 pilot projects
- LEED + WELL streamlined certification process guide
  - Made adjustments to formatting for improved readability
- Submit for WELL Precertification review
  - Updated WELL at scale submission process to account for the new online submission form
New articles
- WELL Real Estate Rating overview
- WELL Operations Rating overview
Article updates
- Understanding the verification method requirements of continuous monitoring pathways
  - Added information about the recent updates to the sensor data template
- Request an expedited review
  - Updated instructions for requesting an expedited review to instruct project teams to contact IWBI from their Support tab rather than through GBCI
New articles
- ESRS alignment
- BRSR alignment
Article updates
- Pre-approved programs
  - Added Verde Certification to the list for I05
  - Alphabetized I05 list
  - Added CBRE Asia Pacific WELL & GRESB-aligned Occupant Satisfaction Survey for C04 and C05
  - Added ideaship’s Workplace Well-being Scanner for C04 and C05
- Mid-review clarification
  - Revised the article to reflect the new MRC process / guidelines
New articles
- WELL program extensions
- Understanding space types in WELL
Article updates
- WELL platform release notes
  - Updated with notes from December 8, 2025 release
- Pre-approved programs
  - Updated flow2thrive information in the C04 section
- Use an alternative
  - Added instructions for the “Not applicable” option
- Recertification and WELL Rating renewals under WELL at scale
  - Under the “On an annual basis” section, removed the sentence indicating that ongoing documents have to be approved by the next WELL at scale renewal date. Documents simply need to be uploaded, rather than approved.
New articles
Article updates
- Planning performance verification
  - Divided the article into two for improved navigation and readability–What is performance verification and Performance verification timeline
- WELL platform release notes
  - Updated with November 17 release notes
- Additional guidance
  - Reworked most of the article content to make the process clearer
  - Added additional examples
- Use the recertification tool
  - Removed the WELL at scale section of this article and added it to Use the recertification tool for WELL at scale
- Performance verification FAQs
  - Added link to request a quote from IWBI to “What is the cost of performance verification” question
- Uploading performance testing results
  - Added additional information to the “General instructions and tips” and “Performance Test” sections for WELL Certification
  - Replaced the previous screenshot showing suggested folder organization with an updated example from a v2 project
- Recertification and WELL Rating renewals under WELL at scale
  - Renamed article from “WELL at scale milestone renewals”
  - Added “Renewing your WELL Rating” section
- WELL at scale review form
  - Updated the page to contain instructions for the new digital version of the WELL at scale review form
- Submit documentation for review
  - Updated the page to contain instructions for the new digital version of the WELL at scale review form
New articles
- Reviewer Tips - W05.1 Assess and Maintain Drinking Water Quality
- Reviewer Tips - X10.1 Manage Pests
Article updates

WELL platform
- Upload documents to your account
  - Clarified text stating that all documents for a given feature part at a specific WELL at scale location must be uploaded using the same account (i.e., WAS account vs. individual location)
- Preparing renewal documentation
  - Moved section about “Expired” and “Expiring soon” status badges to the “All other WELL Rating projects” tab as this does not apply to Health-Safety projects created before April 18th, 2025.
WELL at scale
- WELL for residential under WELL at scale
  - Minor updates for clarity to the section of “Using WELL for residential features as Innovation points” that describes how to use WELL for residential features for credit toward ratings
WELL Certification
- Pursuing concurrent documentation and performance review
  - Updated note about eligibility for concurrent review to include v1 recertifications
WELL Ratings
- Change your project’s owner
  - Added additional detail to the “WELL Ratings projects that have achieved a Rating” section dealing with projects that have earned a rating, then the rating expired and the project was archived
New articles
- Reviewer Tips - X01.3 Restrict Lead
- Reviewer Tips - S01.1 Label Acoustic Zones
Article updates

WELL platform
- WELL platform release notes
  - Updated with release notes from October 28 sprint release
- Uploading performance test results
  - Updated instructions for uploading performance testing documents to account for changes made within the upload process–you must now select Performance Verification as "document type", then "performance test", "sensor data", or "performance test OR sensor data" as the verification method.
- Using filters to build your scorecard
  - Added ESRS and BRSR to the list of available filters for v2 projects
- Understanding audit documentation
  - Added a clarification in the note about uploading multiple audit files–the note applies only to WELL at scale, WELL Equity Rating and WELL Performance Rating projects, as well as WELL Health-Safety Rating projects created after April 18, 2023
General
- Introduction to ESG
  - Added entries for ESRS and BRSR to the “Understanding reporting frameworks” section
- Celebrate your WELL achievement
  - Added WELL Core tab to “Programs and standards” section
  - Fixed issue with organization of the WELL Ratings tabs in the “Programs and standards” section causing them to all display on the Health-Safety tab
  - Updated guidelines for WELL Certification according to the latest version of the trademark guidelines
- Use the recertification tool
  - Adjusted wording related to submitting a narrative for features requiring normal documentation if they’re not impacted by changes on the v2p/v1 tab

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