Employment Insurance (EI) information in My Service Canada Account
- When does my EI information get updated in My Service Canada Account?
- I have an active EI claim, so why don’t I see any information in “View my current claim”?
- I've previously had a claim for EI benefits, so why can't I see this information on the “View my past claims” page?
- What can I do ifI do not agree with the information showing on the “View my current claim” page?
- What can I do if I live outside of Canada and cannot access my EI information?
- I have recently moved and am not able to access my EI information. What can I do?
- How do I change my mailing address?
- How do I get my EI payments deposited directly into my bank account?
- Can I input a future change of address?
- Can I input future direct deposit information?
- How can I get additional tax taken off my payments?
- Why can't I see my Social Insurance Number on the pages displaying my EI information?
- How can I view a copy of my EI report?
- Why do I need to log in again to gain access to some services listed with My Service Canada Account such as "Complete my report online” or "Apply for EI online"?
- I received maternity/parental/paternity benefits from the Quebec Parental Insurance Plan. Why is that information not displayed in My Service Canada Account under "Employment Insurance"?
1. When does my EI information get updated in My Service Canada Account?
When you change your mailing address or direct deposit information using My Service Canada Account, it is updated immediately.
Payment information is updated the next business day once your report is processed. Processing normally occurs early evenings, Sunday to Thursday. Reports submitted before the processing time will be displayed in “View my payment information” the following business day. Therefore, if you file your report from Sunday to Thursday before our processing time, your payment information will be updated in “View my payment information” the next business day. However, if you file your report on Friday or Saturday, your payment information will appear on Monday.
Please note that statutory holidays can affect our processing schedule. Check under “Messages” on the My Service Canada Account home page for situations that may affect your payment.
2. I have an active EI claim, so why don't I see any information in “View my current claim”?
My Service Canada Account displays the EI information that is currently on our system. In some exceptional cases, we must process claims manually. When this occurs, you should receive a message that we are handling the claim manually and to call the Telephone Information Service (1‑800‑206‑7218) for payment information.
3. I've previously had a claim for EI benefits, so why can't I see this information on the “View my past claims” page?
We periodically remove old claim information from our system, usually after a seven year period. You will not be able to see past claim information if it is no longer on our system.
4. What can I do if I do not agree with the information showing on the “View my current claim” page?
Decisions made on your claim are based on the information you submitted at the time you filed for EI benefits. You should have received notification, either by mail or by telephone, advising you of the decision made on your claim. If you have additional information that could affect our decision, you should call our telephone information service at 1‑800‑206‑7218 from 8:30 a.m. to 4:30 p.m. (Monday to Friday), or visit a Service Canada Centre near you.
If you disagree with a decision related to the payment of Employment Insurance benefits, you have the right to appeal. There is no cost to file an appeal, but there is a 30‑day time limit. For more information, visit our Web site for information on appeals.
5. What can I do if I live outside of Canada and cannot access my EI information?
If you indicated that you live outside of Canada when you logged into My Service Canada Account and are trying to access your EI claim information, you will need to update your information in My Service Canada Account.
To do this, click on “Customize this page” in the upper right-hand corner of the My Service Canada Account homepage. Under the heading “Change your province,” select “I live outside of Canada” and click “apply.”
If you are not sure where your EI information is located, please call 1‑800‑206‑7218 between 8:30 a.m. and 4:30 p.m. local time (Monday to Friday).
6. I have recently moved and am not able to access my EI information. What can I do?
If you are an Employment Insurance client, you need to let us know if you have moved to a new province, otherwise you may not be able to access your information online. Call 1‑800‑206‑7218 between 8:30 a.m. and 4:30 p.m. local time and select option 0 to speak with a representative.
Once you have spoken with someone, go back to My Service Canada Account and choose “Customize this page” and then “Change your province.” This will ensure you are always presented with your most recent information.
7. How do I change my mailing address?
To change your mailing address, log into My Service Canada Account and select the “View/change my mailing address and telephone number” option on the My Service Canada Account home page. You will then see the mailing address that is currently on your file. Select the “Change” button under your mailing address and complete the necessary information.
Updates to your mailing address and telephone number can only be accepted during the service times for your province or territory of residence, as indicated below:
- Atlantic Canada: from 6:00 a.m. to 9:00 p.m. Atlantic Standard Time (AST) Monday to Friday and from 6:00 a.m. to 5:00 p.m. AST Saturday and Sunday
- Quebec: from 6:00 a.m. to 10:00 p.m. Eastern Standard Time (EST) Monday to Friday and from 6:00 a.m. to 4:30 p.m. EST Saturday and Sunday
- Ontario: from 6:00 a.m. to 10:30 p.m. Eastern Standard Time (EST) Monday to Friday, from 6:00 a.m. to 4:00 p.m. EST Saturday and from 7:00 a.m. to 5:00 p.m. Sunday
- Western Canada: from 7:00 a.m. to 10:00 p.m. Central Time (CT) Monday to Friday and from 7:00 a.m. to 7:00 p.m. CT Saturday and Sunday
Service times may be affected by statutory holidays.
If your residential address is different from your mailing address, please note that at this time, residential addresses cannot be updated online. To update your residential address, call our telephone information service at 1‑800‑206‑7218 from 8:30 a.m. to 4:30 p.m. (Monday to Friday), or go to the nearest Service Canada Centre.
This information can affect your entitlement to EI benefits, so please ensure that your address information is up to date.
8. How do I get my EI payments deposited directly into my bank account?
To have your EI payments deposited directly into your bank account, log into My Service Canada Account and select the “View/change my direct deposit” option on the My Service Canada Account home page. If you have not already provided your bank account information for direct deposit, a message indicating that you are not currently registered for direct deposit will be displayed. Follow the instructions provided in this message to register online for direct deposit.
Your direct deposit information can only be accepted during the service times for your province or territory of residence, as indicated below:
- Atlantic Canada: from 6:00 a.m. to 9:00 p.m. Atlantic Standard Time (AST) Monday to Friday and from 6:00 a.m. to 5:00 p.m. AST Saturday and Sunday
- Quebec: from 6:00 a.m. to 10:00 p.m. Eastern Standard Time (EST) Monday to Friday and from 6:00 a.m. to 4:30 p.m. EST Saturday and Sunday
- Ontario: from 6:00 a.m. to 10:30 p.m. Eastern Standard Time (EST) Monday to Friday, from 6:00 a.m. to 4:00 p.m. EST Saturday and from 7:00 a.m. to 5:00 p.m. Sunday
- Western Canada: from 7:00 a.m. to 10:00 p.m. Central Time (CT) Monday to Friday and from 7:00 a.m. to 7:00 p.m. CT Saturday and Sunday
Service times may be affected by statutory holidays.
9. Can I input a future change of address?
Yes, you can provide a “future address” up to 180 days prior to the actual change of address. Select “My Future Mailing Address and Telephone Number Information” on the “Change My Contact Information” page, enter the new information as well as the effective date, and select “submit.” The information will be kept in memory up to the effective date.
10. Can I input future direct deposit information?
No, direct deposit information is updated immediately, and we cannot accept a change that will occur in the future.
11. How can I get additional tax taken off my payments?
If you would like to have additional tax taken off your payments, call 1‑800‑206‑7218 from 8:30 a.m. to 4:30 p.m. (Monday to Friday) , or go to the nearest Service Canada Centre. Please note that this type of transaction may need to be processed manually and can cause delays in future payments.
12. Why can't I see my Social Insurance Number on the pages displaying my EI information?
It is important to protect your Social Insurance Number (SIN) to prevent others from using your SIN fraudulently. At times, you may be accessing your information from a public site where others could see your personal information. For this reason, we do not display your SIN in My Service Canada Account.
13. How can I view a copy of my EI report?
If you complete your reports online or by telephone, you can view your report details by going through the “View my payment information” option. If you complete paper reports, this service cannot display your answers.
14. Why do I need to log in again to gain access to some services listed with My Service Canada Account such as "Complete my report online” or "Apply for EI online"?
For your convenience, we have included links to our more frequently used services within My Service Canada Account that do not require you to access them using your Access Key. When you select these services, a message advises you that you are leaving your My Service Canada Account session. You will be required to log in to these services the same way you do now.
15. I received maternity/parental/paternity benefits from the Quebec Parental Insurance Plan. Why is that information not displayed in My Service Canada Account under "Employment Insurance"?
The EI information found in My Service Canada Account only refers to federal Employment Insurance programs. To obtain information on benefits paid from the Quebec Parental Insurance Plan, visit the Quebec Parental Insurance Plan site.