Accessing My Service Canada Account - FAQ

1. Why must I provide personal information before accessing some of these services?

To ensure that your personal information is protected and that you have secure access to online information and services through My Service Canada Account, you will need to validate your identity. This is done through the registration and validation process for My Service Canada Account.

2. What services can I access in My Service Canada Account?

You can use My Service Canada Account to access your information regarding Employment Insurance, Canada Pension Plan, and Old Age Security:

  • Employment Insurance information
  • Tax information slips
  • Canada Pension Plan Statement of Contributions
  • Personal information
  • Direct Deposit

While logged into MSCA, you can select services that are external to My Service Canada Account. Once these services are selected, you will be prompted to confirm if you wish to leave your MSCA session.

Logging-in to MSCA

1. What is GCKey?

GCKey is a unique login solution that allows users to communicate securely with online enabled government programs and services. GCKey is offered as another choice for users who cannot or choose not to log on to MSCA using their bank’s login process.

2. What is a Sign-In Partner?

A Sign-In Partner login allows users to log on to MSCA using login information they may already have with a participating bank (i.e. card number and password). At this time, BMO Financial Group, CHOICE REWARDS MasterCard, Scotiabank, Tangerine and TD Bank Group are participating in the service.

3. I use Access Key right now. How do I begin using GCKey or a Sign-In Partner to access MSCA?

To access MSCA, you will need to select a Sign-In Partner login or GCKey and follow the steps below.

To login using GCKey:

  1. Go to the Service Canada Web site and click on "Access My Service Canada Account."
  2. Select the drop down link "Are you a returning user? Login Now".
  3. Then, select "Access My Service Canada Account".
  4. On this page, click on "GCKey".
  5. On the GCKey welcome page, choose the register link.
  6. A Web page will appear that outlines the terms and conditions of use. When you click "I accept," another page will appear, asking you to create a User ID, recovery questions, answers and hints and a password.
  7. Fill out this information and click on "submit," and you will be taken to the "Registration complete" page. Click "continue".
  8. A Web page will appear that will allow you to match your previous Access Key User ID and password with your newly created GCKey.
  9. By selecting "Access Key" you will then be taken to the Access Key Log In page, where you will be asked to enter your existing User ID and Password. Once you have entered this information, you will be brought to the "Welcome User" page. Click "continue".
  10. You will be brought to the "Privacy notice and terms of conditions" page for MSCA. Click "I agree".
  11. You will then be logged into your MSCA account and will be able to login using your new GCKey on future visits.

To login with a Sign-In Partner:

  1. Go to the Service Canada Web site and click on "Access My Service Canada Account."
  2. Select the drop down link "Are you a returning user? Login Now".
  3. Then, select "Access My Service Canada Account".
  4. On this page, click on "Sign-In Partner".
  5. On the Sign-In Partner log-in page, choose the banking institution you use and sign in using your online banking credentials.
  6. A Web page will appear that outlines the terms and conditions of use. Click on "I agree".
  7. A Web page will appear that allows you to match your previous Access Key User ID and password with your Sign-In Partner login.
  8. By selecting "Access Key" you will then be taken to the Access Key Log In page, where you will be asked to enter your existing User ID and Password. Once you have entered this information, you will be brought to the "Welcome User" page. Click "continue".
  9. You will be brought to the "Privacy notice and terms of conditions" page for MSCA. Click "I agree".
  10. You will then be logged into your MSCA account and will be able to login using your Sign-In Partner on future visits.

Personal access code (PAC)

1. What is a PAC?

The personal access code (PAC) is a unique seven-character code issued by Service Canada. It is required to validate the identity of first-time users of My Service Canada Account and ensure the security and confidentiality of your personal information.

You may apply for a PAC from Service Canada either online or by telephone at 1‑877‑454‑4051. You should receive your PAC by mail within 5 to 10 business days after making your request.

Keep this code private and secure, and save it for future use.

2. What information will I need to provide in order to receive a PAC?

To receive your PAC, you must provide the following information:

  • your Social Insurance Number (SIN);
  • your first name;
  • your last name;
  • your date of birth;
  • your mother's maiden name; and
  • your postal code and address information.

We ask for your postal code and address information to confirm that the information we have for you is accurate. This address is used to mail your PAC to you. If the postal code you provide does not match the postal code we have for you, then for security reasons, we will not mail your PAC.

3. Why did I receive a PAC without requesting one?

We want to make it easier for Canadians to access our programs and services, and we also want you to have more choices in how you access them.

Since March 2008, Service Canada has been sending a letter with a PAC to Canadian residents who applied and were approved for Canada Pension Plan retirement benefits. As of May 2009, this letter has also been sent to Canadian residents whose disability benefits are converted to retirement benefits when they reach age 65. This letter is sent only to new applicants who have not already requested and received a PAC.

4. Can I get a PAC if I live outside of Canada?

Yes, you can get a PAC if you live outside of Canada. You may apply for one from Service Canada online, or by telephone at 1‑877‑454‑4051.

5. Can I get a PAC by email?

No, we currently do not have the capability to receive or send secure email, so we must send you this code by regular mail.

6. I applied for my PAC two weeks ago, but have not received it yet. How do I find out about the status of my request?

You can contact us and speak to one of our agents over the phone.

7. How do I disable my PAC so it can no longer be used?

To disable your PAC, please contact us and speak to one of our agents over the phone.

Once you have disabled your PAC, you will no longer be able to use it.

You must obtain a new PAC if you decide that you want access to your My Service Canada Account. As a security feature, the only way you can obtain a new PAC is to contact us. You will have to use this new PAC to validate your identity with My Service Canada Account.

Employment Insurance (EI) access code

1. What is an EI access code?

The EI access code is a four-digit code issued by the Employment Insurance Commission and is mailed to you shortly after you apply for EI benefits. It can be found on your first EI Benefit Statement and is used to complete your bi-weekly EI reports. To ensure the security and confidentiality of your personal information, the EI access code is also used to validate your identity the first time you use My Service Canada Account.

2. What do I do if I lose my EI access code or want to change it?

Call our telephone information service at 1‑800‑206‑7218 between 8:30 a.m. and 4:30 p.m. (Monday to Friday) or go to your nearest Service Canada Centre to obtain or change your EI access code.

You will be asked questions to validate your identity before a new EI access code is issued.

3. Can I get an EI access code if I live outside of Canada?

Yes, you will receive an EI access code in the mail after applying for EI benefits.

4. What do I do if I did not receive my EI access code in the mail?

If you did not receive your EI access code in the mail, call our telephone service at 1‑800‑206‑7218 from 8:30 a.m. to 4:30 p.m. (Monday to Friday). You will be asked questions to validate your identity before a new access code is issued.