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My Service Canada Account Frequently Asked Questions
As well as finding general information about My Service Canada Account, you can also find information about programs and benefits on the Canada Pension Plan (CPP) and Old Age Security (OAS) Frequently Asked Questions pages or the Employment Insurance (EI) Frequently Asked Questions pages. Suggestions for our Frequently Asked Questions can be made via the My Service Canada Account survey.
Using a Service Canada Online Service
- What does "Date Modified" mean?
- Where can I find more information on Service Canada Online Services and programs?
- Who can I contact if I am experiencing technical difficulties?
- Why do I have multiple help windows open?
- Why must I provide personal information before accessing some of these services?
- How do you keep my personal information secure?
- Should I take special precautions to keep my information secure if I access Service Canada Online Services through a public computer (i.e. in a library or school)?
- How can I provide feedback on My Service Canada Account?
- Who do I speak with if I have a question concerning my personal information accessed through My Service Canada Account?
- Why is the name displayed on the home page not the same as the one I provided to EI or CPP/OAS?
- Can I use this service for a friend, spouse/common-law partner or relative?
My Service Canada Online Services Account
- What is My Service Canada Account?
- What can I do with My Service Canada Account Online?
- What are the service hours for My Service Canada Account Online?
- How do I register for My Service Canada Account?
- Why do I need a Government of Canada epass to access My Service Canada Account?
- What is a Government of Canada epass?
- I already have a government of Canada epass, but from another department or agency, can I use it for My Service Canada Account?
- Can I access all services in My Service Canada Account with my epass?
- I have my original Government of Canada epass obtained at the first launch of My Service Canada Account. Will it still work?
- Why is the epass login being reintroduced to access My Service Canada Account online services?
Access Codes - General Information
- What is a Personal Access Code and why am I being asked to provide one?
- What is an Employment Insurance (EI) Access Code and why am I being asked to provide one?
- What is the difference between a Personal Access Code and an EI Access Code?
- Which Access Code do I use to access each Service Canada Online Service?
Personal Access Code
- How do I get a Personal Access Code for online services?
- What information will I need to provide in order to receive a Personal Access Code?
- Why was I asked for my address information when I applied for a Personal Access Code?
- Why did I receive a Personal Access Code when I did not request it?
- Can I get a Personal Access Code if I live outside of Canada?
- Can I get a Personal Access Code by e-mail?
- I applied for my Personal Access Code two weeks ago, but I have not yet heard anything. How do I find out about the status of my request?
- Can I disable my Personal Access Code so it can no longer be used? How?
- I disabled my Personal Access Code. I tried to apply for a new one online but could not. Why?
- I disabled my Personal Access Code, but now want to use it. Can I?
Employment Insurance Access Codes
- I lost my EI Access code. What do I do?
- Can I change my EI Access Code?
- How do I get an EI Access Code?
- Can I get an EI Access Code if I live outside of Canada?
About my EI Information in My Service Canada Account
- When is my EI information updated?
- I have just submitted my report online. When will the information show in “View my payment information”?
- I have an active EI claim but I don't see any information in “View my current claim”. Why?
- I've previously had a claim for EI benefits. Why can't I see this information on the “View my past claims” page?
- I do not agree with the information showing on the “View my current claim” page. What can I do?
- I live outside of Canada and cannot access my EI information. What can I do?
- 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?
- How do I change my bank account information or stop receiving my payments by direct deposit?
- Can I input a future change of address?
- Can I input a future direct deposit information?
- I received a message that my session expired. What does this mean?
- 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?
- Why can't I view a copy of my report?
- How can I replace my EI Access Code?
- 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"?
About my EI Benefits
- When should I expect my first payment?
- I have tried several times to obtain my Record of Employment (ROE) from my employer without success. What can I do?
- How was my benefit rate calculated?
- My last payment did not include the Family Supplement. Why?
- Can I work while on EI?
- What is considered a Full Work Week and how does it affect my claim?
- I made a mistake on my report. How can I fix it?
- I have just submitted my report. How long before I receive my payment?
- 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"?
About Employment Insurance
- My claim has run out. Can I receive additional benefits?
- Can I reactivate an old claim?
- Where can I get additional information about Employment Insurance?
About Employment Insurance Benefits for Self-Employed Persons
- What is the Employment Insurance (EI) Measure for Self-Employed People?
- How can I participate?
- How do I enter into an agreement with the Commission to participate in the EI Measure for Self-Employed People?
- How do I use My Service Canada Account?
- Will I receive confirmation that I have entered into an agreement?
- How do I terminate my agreement?
- Do I receive any confirmation when I terminate my agreement?
- Once I register for the EI Measure for Self-Employed People, when do I start paying EI premiums?
- Where can I get additional information about Employment Insurance Benefits for Self-Employed Persons
About Viewing/Changing my Pension Information
- I live outside of Canada. Can I View and Change my Personal Information?
- How do I change my payment destination?
- How do I change my address for my mail/correspondence?
- Are the changes effective immediately?
- Can I update my name, marital status or date of birth online?
- If I receive my benefits from the Régie des rentes du Québec (or Quebec Pension Plan), can I view and update my personal information online?
- Once I change my address online, does this mean that all other Government of Canada departments will have my new address on file?
- I used the View/change my address service to change my address and my old address still appears. Why is this happening?
About Viewing my Retirement Planning Information
- What is available with respect to the CPP Statement of Contributions?
- Is the copy of my Canada Pension Plan Statement of Contributions that I print from the Web site considered a legal/official copy?
- Can I get a Statement of Contributions to the Quebec Pension Plan using this service?
- What is the online CPP Retirement Application?
About Viewing my Tax Information Slips
- Which tax slips can I view through My Service Canada Account?
- Once I make changes to my tax slips with you over the telephone, can I go online and view my amended tax slips?
- I have asked you to 'Stop Mailing' my tax slips. Will the government notify me when my tax slips are ready online?
- How can I reactivate the mailing service? I asked you to 'Stop Mailing' my tax slips. I have changed my mind and want to have them mailed again.
- Can my Service Canada Centre update my request to receive/not to receive my tax slips by mail?
Computer Issues
- How do I make the text larger on your Web site?
- Can you explain what is meant by "minimum computer requirements"?
- My computer crashed/froze after I filled out the form. Did the information go through?
- I don't know what browser version I have on my computer. How can I tell?
- What are cookies and how are they used on this site?
- How do I turn on cookies so I can use the online service?
- How do I clear my cache?
- If I use "ad-blocking" software, will it interfere with my ability to use the application?
- Why am I having difficulty viewing the entire content of you page?
I received a message...
- I received one of the following error messages. Why?
- I have a message saying that I need an Acrobat Reader for a PDF file. What is Acrobat Reader and how can I get it?
- I have a message saying that my page has expired. What does this mean and what do I have to do?
- I received a message saying that my JavaScript is not enabled. What do I have to do?
- Why did I not receive a confirmation message that I have successfully logged out of the online service?
- I received a "We are temporarily experiencing technical difficulties" message. What does this mean?
- I received a "Time-out" message. What does this mean and why did I receive it?
Using a Service Canada Online Service
1. What does "Date Modified" mean?
The "Date Modified" date at the bottom of each page is when we last changed the content or format of the page. The "Date Modified" does not refer to the personal information that appears on the page.
2. Where can I find more information about Service Canada Online Services and Programs?
Visit the Service Canada Web site home page for additional information on all of our programs and services. If you can't locate the information you are looking for, please contact us.
3. Who can I contact if I am experiencing technical difficulties?
If you are experiencing technical difficulties please review the FAQs relating to "Computer Issues" and "I received a message...". (Below)
4. Why do I have multiple help windows open?
Each time you select a hyperlink to help text in the application, a new window will open. We recommend that you close these windows after reading the help text. If you simply return to your main browser page, the additional windows will remain open.
5. Why must I provide personal information before accessing some of these services?
Some of the services that we offer allow you to either view or make changes to your personal information online. In the recent past, this meant that we had to validate your identity every time you logged into a service before you could access it. You also needed to have a Personal Access Code if you were a CPP or OAS client, or an EI Access Code if you were an Employment Insurance client.
Now, four of our most popular services have been epass enabled, and you will only need to validate your identity once. We do this through the registration and validation process for My Service Canada Account.
The registration process for My Service Canada Account is three fold:
- obtain a Personal Access Code or a EI Access Code;
- obtain an epass user ID and Password (4 steps); and
- validate your identity by providing personal information.
In addition to obtaining an epass and validating your identity with Service Canada, you will also be asked to accept certain Privacy Notice Statements and Terms and Conditions pages which cover these registration components.
After completing the registration process, you will be able to access your personal information within My Service Canada Account by simply logging in using your epass User ID and Password.
6. How do you keep my personal information secure?
Service Canada does not share information with any third parties and any information provided is protected under the Privacy Act. Clients are asked not to share their epass username or password or their EI Access Code or Personal Access Code with anyone.
There are three main ways that we ensure the security of your transactions:
- the first level of security begins with our firewalls. Firewalls are a combination of hardware and software designed to securely separate the outside world from our internal computer systems;
- the second level of security is encryption. Encryption electronically scrambles the exchange of information between your computer and our computer. This minimizes the risk that outside parties will view or alter information being transmitted; and
- the third level of security relates to our login process. To access our online services, you need to use a Personal Access Code or an EI Access Code. These codes, along with other personal information, assure us that only clients whose identity was validated, have access to the information that relates them.
To access My Service Canada Account's epass enabled online services you are required to use an epass User ID and Password.
To access CPP, OAS or EI online services that are not epass enabled but require you to log in, you must still have a Personal Access Code, or an EI Access Code.
These codes, along with other personal information, ensure that information is accessed by clients whose identity has been validated.
Consult our Privacy Notice Statement for more information.
7. Should I take special precautions to keep my information secure if I access Service Canada Online Services through a public computer (i.e. in a library or school)?
When using our online services from a shared computer in a public area (i.e. public kiosk or library), please ensure that you do not leave the computer unattended while accessing a service. Also, be aware of individuals attempting to view your personal information while you are entering it into the computer.
Before leaving the computer, it is important that you fully log out of the application, clear the browser's cache and close down the browser. This will ensure that no one else can access any personal information you may have entered on the computer.
Make sure you pick up your printouts at the public printer as soon as you have logged out of the application.
8. How can I provide feedback on My Service Canada Account?
To provide feedback, you can complete our survey available from the left hand menu bar on the My Service Canada Account home page.
9. Who do I contact if I have a question concerning my personal information accessed through My Service Canada Account?
If you do not find your answer in our frequently asked questions, refer to the individual services listed under the Contact My Service Canada Account option for contact information.
10. Why is the name displayed on the home page not the same as the one I provided to EI or CPP/OAS?
The name we display on the My Service Canada Account home page is the one you supplied when applying for your Social Insurance Number (SIN). You may have changed your name since then or you may have requested that a Government program address you by a name other than the one you originally provided on your SIN application. You can correct or amend your SIN information.
11. Can I use this service for a friend, spouse/common-law partner or relative?
No, you may not use this service on someone else's behalf because of confidentiality and privacy issues. This service is for personal use only. At present, we have no way of verifying third-party access online. We hope to be able to do so in the future.
Therefore, if you have notified us that a registered trustee, guardian or other legal representative is taking care of your affairs, that representative can conduct transactions on your behalf by mail, telephone or in-person.
My Service Canada Online Services Account
1. What is My Service Canada Account?
My Service Canada Account is an internet service available from the Service Canada Web site. It responds to Canadian citizen's demands for one stop service by offering Service Canada online services through a single point of entry. This initiative is a step towards harmonized services and business processes between Service Canada and other departments.
My Service Canada Account brings together the following EI, CPP and OAS online services into a single portal for clients:
- My Employment Insurance Information online
- Tax Information Slips online
- Canada Pension Plan View Statement of Contributions online
- View and Update Personal Information
My Service Canada Account also includes links to other online services that are available outside the portal, such as the online CPP Retirement Application and the Canadian Retirement Income Calculator.
2. What can I do with My Service Canada Account?
Currently, you can view and update certain types of your personal information that is on file with Employment Insurance, Canada Pension Plan and Old Age Security.
As Service Canada grows, we will deliver more services from other departments. These services will be added to My Service Canada Account, making it easier for you to deal with the Government online.
3. What are the service hours for My Service Canada Account?
Most Service Canada online services are available 24 hours a day every day, except for when system maintenance is taking place. These system maintenance windows vary based on the service.
Certain transactions (i.e. changing personal information) may only be done during the hours outlined below.
Changing your personal information for EI clients: Updates to your mailing address, telephone number and 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.
4. How do I register for My Service Canada Account?
From the My Service Canada Account introductory page, first time users will need to select "Register" to begin the login process. They will then need to complete the following four steps in order to obtain an epass user ID and password. This is a one-time only process.
Steps to Register for a Government of Canada epass:
- Step #1
Review explanation of the Registration Process, which consists of creating a user ID, a password, recovery questions, answers and hints; - Step #2
Create a User ID and Recovery Questions - Step #3
Create a Password - Step #4
Accept the Terms and Conditions of Use by entering the new Password and selecting the option "Sign"
Once users have completed the four steps listed above they are presented with an epass welcome page with a "Continue" button on their screen. After choosing "Continue", users are brought to the Service Canada registration and validation process in order to validate their identity. Users will need to complete the following three steps in order to register and validate their identity with Service Canada.
Steps to Register and Validate your Identity with Service Canada:
- Step #1
Review information regarding registration for My Service Canada Account and the Privacy Notice Statement for validating the user's identity - Step #2
Enter their SIN, Date of Birth, EI Access Code or Personal Access Code, province/territory and epass password - Step #3
Review the My Service Canada Account and the Privacy Notice Statement and Terms and Conditions for Accessing Service Canada Online Services
After completing the steps to register for an epass and the steps to register and validate your identity with Service Canada, users will be presented with the My Service Canada Account home page.
As mentioned above, on subsequent visits users will only need to provide their epass user ID and password to login to My Service Canada Account.
5. Why do I need a Government of Canada epass to access My Service Canada Account?
We have made your Employment Insurance, Canada Pension Plan and Old Age Security information available to you online with My Service Canada Account. The security and protection of confidential client information is Service Canada's highest priority when offering services over the Internet. In order to achieve this, we have enhanced our procedures for accessing My Service Canada Account and included the requirement to register for a Government of Canada epass.
6. What is a Government of Canada epass?
A Government of Canada epass is a fast and convenient way to securely access Government services via the Internet. It consists of a User ID and Password chosen by you.
7. I already have a Government of Canada epass, but from another department or agency. Can I use it for My Service Canada Account?
If you already have an epass with another Government of Canada department or agency, you can log in using your epass User ID and Password. However, before you can access My Service Canada Account's online services, you will have to register with My Service Canada Account. This requires you to enter either an EI Access Code or a Personal Access Code, as well as other personal information to validate your identity. You only need to register with My Service Canada Account once.
After completing the registration step, to access My Service Canada Account, return to the start page and select "Login Now". You can log in using your epass User ID and Password.
8. Can I access all services in My Service Canada Account with my epass?
At this time, you can use your epass User ID and Password to login to access the four services listed in Question 1. These services allow you to view or change your EI or CPP/OAS information online.
To access the other services available in My Service Canada Account that do not require an epass, if you are logged in to one of the four secured services using epass, from the My Service Canada Account home page, select the service you wish to access. Once selected, you will be asked to confirm that you wish to leave your epass session.
Once you have confirmed, you will be brought to the requested service and advised of the type of information you require to access that service. The information you provide will be used to validate your identity to ensure you are the only person who has access to your personal information.
You will then be logged-in to the service and can do your transactions in a secure and convenient way.
As My Service Canada Account evolves, other services will be accessible with your epass.
9. I have my original Government of Canada epass obtained at the first launch of My Service Canada Account. Will it still work?
Yes, if you still have your original Service Canada epass user ID and password you can use it to access Service Canada's epass enabled online services, as well as any other epass enabled Government of Canada service.
10. Why is the epass login being reintroduced to access My Service Canada Account online services?
When My Service Canada Account was first launched in November 2006 with epass, there were technical issues that affected the performance of My Service Canada Account and the ability of clients to access the services within the portal.
A decision was made in January 2007 to revert to offering My Service Canada Account and its EI and CPP/OAS online services as was done prior to enabling epass so that clients could still use the services.
Since that time, steps have been taken to correct the problems and rigorous testing of the systems has proven that Service Canada can once again offer a single point of access for clients to view and update their information for selected EI, CPP and OAS online services.
Access Codes - General Information
1. What is a Personal Access Code and why am I being asked to provide one?
The Personal Access Code is a unique 7 character identifier.
It is required (along with other personal information and an epass user ID and password) the first time you log in on My Service Canada Account to register and validate your identity to use our epass enabled online services It is an additional piece of information that we ask for to ensure the security and confidentiality of your personal information.
You may apply for a Personal Access Code from Service Canada online, or by telephone at 1 877 454-4051. Keep this code private and secure.
2. What is an Employment Insurance (EI) Access Code and why am I being asked to provide one?
The Employment Insurance (EI) Access Code is a four-digit code mailed to you shortly after you apply for EI benefits. It can be found in the shaded area at the bottom of your Benefit Statement.
It is required (along with other personal information and an epass user ID and password) the first time you log in on My Service Canada Account to register and validate your identity to use our epass enabled online services. It is an additional piece of information that we ask for to ensure the security and confidentiality of your personal information.
3. What is the difference between a Personal Access Code and an EI Access Code?
An EI Access Code is a four-digit code issued by the Employment Insurance Commission. It enables you to access online services such as the My Service Canada Account and the EI Internet Reporting Service. You can only receive an EI Access Code after having applied for EI benefits.
A Personal Access Code is a seven character code issued by Service Canada. It is used to validate your identity and enables you to login My Service Canada Account.
Please Note: In order to access My Service Canada Account you will need to create a Government of Canada epass username and password and first time users are required to validate their identity using a Personal Access Code or an EI Access Code.
4. Which Access Code do I use to access each Service Canada Online Service?
Your Personal Access Code lets you login to My Service Canada Account which allows you to use our online services to:
- view/change your EI/CPP/OAS address and telephone number
- view/change your EI/CPP/OAS payment destination
- view your Records of Employment
- view your EI claim information
- view your CPP/OAS payment amount
- view and print your EI/CPP/OAS tax slips
- view an estimate of your CPP retirement benefit
- view your CPP contributions
Your EI Access Code will let you login to My Service Canada Account to access the above services, as well as the EI Internet Reporting Service.
Please Note: In order to register and validate your identity so you can access My Service Canada Account and its epass enabled online services, you will need to create a Government of Canada epass user ID and password. First time users are required to validate their identity using either a Personal Access Code or an EI Access Code.
Personal Access Code
1. How do I get a Personal Access Code for online services?
There are two ways to get a Personal Access Code from Service Canada:
- Online: You may apply for a Personal Access Code from both the Service Canada home page and the My Service Canada Account introductory page. After following the instructions provided, a Personal Access Code will be mailed to you within 5 to 10 business days after making your request.
- By Phone: Call 1-877-454-4051 to request that a Personal Access Code from Service Canada be mailed to you. You should receive it within 5 to 10 business days after making your request.
2. What information will I need to provide in order to receive a Personal Access Code?
To receive your Personal Access Code you must provide the following information:
- Your Social Insurance Number (SIN);
- Your first name;
- Your last name;
- Your date of birth; and
- Your mother's last name at her birth.
3. Why was I asked for my postal code when I applied for a Personal Access Code?
We ask for your address information so that we may confirm that the information we have for you is still accurate. This address is used to mail your Personal Access Code 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 Personal Access Code.
4. Why did I receive a Personal Access Code when I did not request it?
The Government of Canada, through Service Canada, wants to make it easier for Canadians to access government programs and services, and wants to provide more choice in how to access them. Since March 5, 2008, Service Canada has proactively been sending to Canadian residents who have applied for Canada Pension Plan Retirement benefits a letter with a PAC once they are approved for the CPP Retirement benefit and as of May 19, 2009, to Canadian residents who are turning 65 of which their disability benefit is converted to retirement benefit. This letter is sent only to new applicants who have not already requested and received a PAC.
5. Can I get a Personal Access Code if I live outside of Canada?
Yes, you can get a Personal Access Code if you live outside of Canada.
6. Can I get a Personal Access Code by e-mail?
No, we currently do not have the capability to receive or send secure e-mail, so we must send you this code by regular mail.
7. I applied for my Personal Access Code two weeks ago, but I have not yet heard anything. How do I find out about the status of my request?
You can contact us and speak to one of our service delivery agents.
8. Can I disable my Personal Access Code so it can no longer be used?
Yes, to disable your Personal Access Code, please contact us and speak to one of our agents.
9. I disabled my Personal Access Code. I tried to apply for a new one online but could not. Why?
As a security feature, if you have disabled your Personal Access Code, the only way you can obtain a new one is to contact us and speak to one of our agents.
10. I disabled my Personal Access Code, but now want to use it. Can I?
No, if you have disabled a Personal Access Code, you must obtain a new one. As a security feature, the only way you can obtain a new one is to contact us and speak to one of our agents.
Employment Insurance Access Codes
1. I lost my EI Access Code. What do I do?
If you lose your Access Code, call our automated telephone information service at 1-800-206-7218 between 8:30 a.m. to 4:30 p.m. (Monday to Friday) and press "0" to speak to a representative. Or you can go to your Service Canada Centre. In both cases, questions will be asked to validate your identity before a new Access Code will be issued.
2. Can I change my EI Access Code?
If you know your Access Code and you would like to change it, you can call our telephone information service at 1-800-206-7218 Monday to Friday from 8:30 a.m. to 4:30 p.m. Choose option 1 and follow the instructions. You will be asked to provide your current Access Code number and to choose your new Access Code.
If you do not know your Access Code or forgot it, you can call our telephone information service at 1-800-206-7218 Monday to Friday from 8:30 a.m. to 4:30 p.m. and select option 0 to speak to a representative, or go to the nearest Service Canada Centre. You will be asked questions to validate your identity and a new Access Code will be issued.
3. How do I get an EI Access Code?
After applying for EI, you will receive a Benefit Statement in the mail indicating your Access Code and the date your first report is due. Your Access Code is the 4 digit number printed in the red shaded area at the bottom of your Benefit Statement.
4. Can I get an EI Access Code if I live outside of Canada?
Individuals who are receiving maternity, parental and compassionate care benefits or who have an interstate claim did receive an EI Access Code after applying for EI benefits.
If you lose your Access Code you can replace it by calling our automated telephone service at 1-800-206-7218 from 8:30 a.m. to 4:30 p.m. and press "0" to speak to a representative. Questions will be asked to validate your identity and a new Access code will be reissued.
About my EI information in My Service Canada Account
1. When is my EI information updated?
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 after your report is processed by our main computer. 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 show 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 just submitted my report online. When will the information show in “View my payment information”?
Payment information is updated the next business day after your report is processed by our main computer. 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 show 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.
3. I have an active EI claim but I don't see any information in “View my current claim”. Why?
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 be presented with a message advising that we are handling the claim manually and to call the Telephone Information Service for payment information.
4. I've previously had a claim for EI benefits. Why can't I see this information on the “View my past claims” page?
We periodically remove old claim information from our systems. You will not be able to see past claim information if it is no longer on our systems.
5. I do not agree with the information showing on the “View my current claim page”. What can I do?
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 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 Monday to Friday from 8:30 a.m. to 4:30 p.m. and select option 0 to speak with a representative, or find 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 about appealing a decision, select “Appeal a Decision” on the My Service Canada Account home page.
6. I live outside of Canada and cannot access my EI information. What can I do?
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 choose “Customize this page” and then “Change your province”. 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 and select option 0 to speak with a representative.
7. 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, come 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.
8. How do I change my mailing address?
To change your mailing address, login to My Service Canada Account using your epass user ID and Password. Select the “View/change my mailing address and telephone number” option on the My Service Canada Account home page. The “My Mailing Address and Telephone Number Information” page will display 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.
Is your residential address different than your mailing address? At this time, residential addresses cannot be updated on the Internet. This information can affect your entitlement to EI benefits. To update your residential address, call our telephone information service at 1-800-206-7218 Monday to Friday from 8:30 a.m. to 4:30 p.m. and select option 0 to speak with a representative, or go to the nearest Service Canada Centre.
9. How do I get my EI payments deposited directly into my bank account?
To have your EI payments deposited directly into your bank account, login to My Service Canada Account using your epass user ID and Password. 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 on the Internet 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.
10. How do I change my bank account information or stop receiving my payments by direct deposit?
To change your bank account information or stop receiving payments by direct deposit, login to My Service Canada Account using your epass user ID and Password. Select the “View/change my direct deposit” option on the My Service Canada Account home page. The Financial Institution, branch and bank account number you provided will be displayed. Select the “Change” button located beneath your bank account information.
To change your direct deposit to another account, complete the blank fields with the Financial Institution, branch and bank account number. Select “submit” and your direct deposit information will be updated to the new account.
If you no longer wish to receive your payments by direct deposit, select the appropriate box. You will then be asked to confirm this action. Terminating your direct deposit means that any future payments will be sent to you by mail. Remember that payments by mail may be received later than when using direct deposit.
Updates to 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.
11. 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.
12. Can I input a future direct deposit information?
No, direct deposit information is updated immediately and we can not accept a change that will occur in the future.
13. I received a message that my session expired. What does this mean?
If you do not perform any activity within the My Service Canada Account pages for more than 15 minutes, your session will automatically close. If you wish to continue you will need to log in again.
14. How can I get additional tax taken off my payments?
Should you wish to have additional tax taken from your payments, call 1-800-206-7218 Monday to Friday from 8:30 a.m. to 4:30 p.m. and select option 0 to speak with a representative, or go to the nearest Service Canada Centre. Please note that increases to your taxable status may need to be processed manually and can cause delays in future payments.
15. 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.
16. Why can't I view a copy of my 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 as your answers have been captured electronically. If you complete paper reports, this service cannot display your answers.
17. How can I replace my EI Access Code?
Currently, we are unable to provide this service online. If you know your Access Code number and you would like to change it, you can call our telephone information service at 1-800-206-7218 Monday to Friday from 8:30 a.m. to 4:30 p.m. Choose option 1 and follow the instructions. You will be asked to provide your current Access Code number and to choose your new Access Code.
If you do not know your Access Code or forgot it, you can call our telephone information service at 1-800-206-7218 Monday to Friday from 8:30 a.m. to 4:30 p.m. and select option 0 to speak to a representative or go to the nearest Service Canada Centre. You will be asked questions to verify your identity and a new Access Code will be issued.
18. 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 an epass. 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.
About my EI Benefits
1. When should I expect my first payment?
If we have all the required information and you qualify for benefits, your payment is usually issued within 28 days from the date of filing your claim. If you do not qualify, we will notify you of the decision made on your claim within this same time frame.
2. I have tried several times to obtain my Record of Employment (ROE) from my employer without success. What can I do?
If your employer submits your ROE to Service Canada electronically:
- You do not need to request a paper copy of your ROE from your employer.
- You do not need to submit a copy of your ROE to Service Canada, since we will receive it electronically from your employer.
- On the same day your employer submits it, you will be able to view and print copies of your ROE online using My Service Canada Account.
However, if your employers issue ROEs in paper format:
- You must request ROEs from all your employers who issue ROEs in paper format.
If getting your ROE is a problem, your local Service Canada Centre can help you. You will be asked to fill out a Request for Record of Employment form explaining what efforts you have made to obtain it. You may have to provide proof of your employment (such as: pay stubs, cancelled pay cheques, T4 slip, work schedules), if required, to calculate your claim.
3. How was my benefit rate calculated?
For claims with a start date prior to December 27, 2009, the basic benefit rate is 55% of your average insured earnings up to a maximum payment of $447 per week.
For claims with a start date of December 27, 2009 or later, the basic benefit rate is 55% of your average insured earnings up to a maximum payment of $457 per week.
For more information on the earnings used in the calculation of your claim, visit our Employment Insurance Web site.
You could receive a higher benefit rate if you are in a low-income family (an income of less than $25,921) with children and you receive the Canada Child Tax Benefit (CCTB). If you are eligible for the Family Supplement your entitlement will automatically be added to your EI payment. No Family Supplement is payable beyond the maximum weekly EI benefit rate.
Your EI payment is a taxable income, meaning federal and provincial or territorial (if it applies) taxes will be deducted.
4. My last payment did not include the Family Supplement, why?
If you or your spouse receives the Canada Child Tax Benefit (CCTB), a payment administered by Canada Revenue Agency (CRA), then you are eligible to receive the EI Family Supplement on your net family income up to and including $25,921 per year. As your income level rises, the Family Supplement gradually decreases so that when the maximum net family income of $25,921 is reached, no supplement is payable. Also note that no Family Supplement is payable beyond the maximum weekly EI benefit rate.
5. Can I work while on EI?
Yes, you must accurately report all earnings before deductions from employment, in the week(s) in which they were earned, as well as any other monies you may receive. If you are receiving regular, parental, or compassionate care benefits you can earn 40% of your weekly benefit rate or $75 , whichever is higher, without changing the amount of benefits you will receive for that week. This is called your allowable earnings. Any monies earned above your allowable earnings will be deducted dollar for dollar from your benefits. However, if you work a number of hours that is considered to be a full work week, you are not considered to be unemployed and not entitled to benefits for that week. For more information, please refer to the Full Work Week question.
There are no allowable earnings while receiving sickness or maternity benefits. Any monies earned will be deducted dollar for dollar from your benefits.
6. What is considered a Full Work Week and how does it affect my claim?
You must accurately report the number of hours you work in each week. A full work week is a week in which you have worked 35 hours or more, or 28 hours or more for a week in which there is a civic or statutory holiday. If you have worked a full work week, you are not considered to be unemployed and are not entitled to benefits for that week, regardless of your earnings.
7. I made a mistake on my report. How can I fix it?
If after submitting your report you realize you have made a mistake, advise us as soon as possible by phone at 1-800-531-7555 Monday to Friday from 8:30 a.m. to 4:30 p.m., in person at a Service Canada Centre, or by mail by providing as much detail as possible.
8. I have just submitted my report. How long before I receive my payment?
If your claim is established and you are entitled to payment, it will be deposited to your bank account 2 business days after we process your report. Payment information is updated to My Service Canada Account the next business day after your report is processed. If you receive your payment by mail, your payment information will include the date we issued your payment (the date we mailed your payment). Check under “Messages” on the My Service Canada Account home page for notices on situations that may affect your payment.
9. I received maternity/parental/paternity benefits from the Quebec Parental Insurance Plan. Why is that information not displayed in My Service CanadaAccount 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.
About The Employment Insurance Measure for Self-Employed People (Bill C-56)
1. What is the Employment Insurance (EI) Measure for Self-Employed People?
The new EI Measure for Self-Employed People extends access to EI special benefits to self-employed people on a voluntary basis.
2. How can I participate?
To participate, you must enter into an agreement with the Canada Employment Insurance Commission (the Commission) through Service Canada.
3. How do I enter into an agreement with the Commission to participate in the EI Measure for Self-Employed People?
To enter into an agreement with the Commission, you will have to register online using My Service Canada Account anywhere you can access the Internet, including at a Service Canada Centre near you.
By entering into this agreement, you will confirm your interest in participating in this measure and in paying EI premiums on your self-employment income.
4. How do I use My Service Canada Account?
Please see the instructions on how to use My Service Canada Account.
Please note that if you have previously used My Service Canada Account, you can register using your existing user code and password.
If you have not previously used My Service Canada Account, you can apply at any time for a personal access code on the My Service Canada Account Web page. Once you apply, it will take about 10 days to receive your personal access code in the mail.
5. Will I receive confirmation that I have entered into an agreement?
Yes. After you enter into the agreement, you will receive a confirmation number that you should keep for your records. In addition, you will later receive a letter in the mail confirming your registration.
6. How do I terminate my agreement?
To terminate your agreement to participate in the EI Measure for Self-Employed People, you must notify the Commission by filing a notice of termination online using My Service Canada Account anywhere you can access the Internet, including at a Service Canada Centre near you.
7. Do I receive any confirmation when I terminate my agreement?
When you terminate your agreement using My Service Canada Account, you will receive a confirmation number that you should keep for your records. Later, you will receive a letter in the mail confirming the termination.
8. Once I register for the EI Measure for Self-Employed People, when do I start paying EI premiums?
Beginning in the year you register to participate in the measure, your EI premiums will be calculated on your income tax and benefit return for that year. For example, if you register in 2010 to participate in this program, premiums for 2010 will be calculated on your 2010 income tax and benefit return and will be payable by April 30, 2011.
Subsequently, if you pay your income tax by instalment, EI premiums may be included in your instalment payments.
When you register for the measure, EI premiums will be payable on your self-employment income for the entire year, regardless of the date you register. For example, whether you register in April 2010 or December 2010, you will pay EI premiums on your self-employment income for the entire year of 2010.
Please note that, once you register, you will have 60 days to reconsider your decision. If you choose to withdraw from the EI Measure for Self-Employed People within this 60-day period, you will not have to pay any premiums.
9. Where can I get additional information about Employment Insurance Benefits for Self-Employed Persons?
You can find more information about this measure by visiting our Employment Insurance Benefits for Self-Employed Persons page and the Frequently Asked Questions page.
About Employment Insurance
1. My claim has run out. Can I receive additional benefits?
If you have worked enough hours since the start of your most recent claim, you may be able to establish a new claim for benefits. If this situation applies to you, you can complete an application online. For information on qualifying for EI benefits visit the Employment Insurance Web site.
2. Can I reactivate an old claim?
If you started a new EI claim within the last 52 weeks and there are still weeks payable on that claim, we will automatically reactivate (renew) your existing claim.
Do not start the application if you prefer to start a new claim. Instead, please contact us by calling 1-800-206-7218. Your decision to start a new claim is final and cannot be reversed.
It is important to consider:
- If your claim is reactivated and you work after the start of that claim, you may be able to establish a new claim when your existing claim runs out.
- In order to establish a new claim you must have enough insurable hours and meet the qualifying conditions for a new claim.
- If a new claim is established instead of reactivating your existing claim, the remaining weeks payable on the existing claim will be lost.
- Additionally, a two-week unpaid waiting period must be served on a new claim before you are entitled to receive payment.
3. Where can I get additional information about Employment Insurance?
If you have questions about Employment Insurance eligibility, benefits, publications or other additional information visit the Employment Insurance Web site.
About Viewing/Changing my Pension Information
1. I live outside of Canada. Can I View and Change my Personal Information?
If you live outside of Canada or have your benefits deposited to a foreign bank account, and you receive either an Old Age Security or Canada Pension Plan pension or benefit, you will only be able to view your information. This service does not allow you to make any changes online at this time. If you wish, you can contact us and we will do this for you now.
2. How do I change my payment destination?
You can change the destination for your CPP or OAS benefits by selecting 'View/change my payment destination' from My Service Canada Account. From here, you will have the option of changing your payment delivery method (Direct Deposit or cheque) and the effective date of the change.
3. How do I change my address for my mail/correspondence?
You can change your address for your mail/correspondence by selecting 'View/change my address' from My Service Canada Account. From here, you will have the option of changing your address and the effective date of the change.
4. Are the changes effective immediately?
Once you have received your Transaction Confirmation, you may use the link at the bottom of the page to view your changes immediately.
However, if your change is done after the fifth of the month, the change will only take effect the following month.
5. Can I update my name, marital status or date of birth online?
Not at this time. These online services may be available in the future. If you wish, you can contact us and we will do this for you now.
6. If I receive my benefits from the Régie des rentes du Québec (the Quebec Pension Plan), can I view and update my personal information online?
No, you will not be able to use this service to make changes to your Régie des rentes du Québec records.
You should contact the Régie des rentes du Québec directly at 1-800-463-5185 to enquire about making changes to your records. More information is available on the Quebec Pension Plan web site.
Or you can write to them with your request at:
Régie des rentes du Québec
CP 5200
Québec QC G1K 7S9
7. Once I change my address online, does this mean that all other Government of Canada departments will have my new address on file?
No, as part of the security features of this service, only Service Canada will have the changes on file. For example, if you wanted to change your address for income tax purposes, you would have to contact the Canada Revenue Agency directly.
8. I used the View/change my address service to change my address and my old address still appears. Why is this happening?
We apologize for the inconvenience. This is a rare situation that we are working to correct. If you wish, you can contact us and we will do this for you now.
About Viewing my Retirement Planning Information
1. What is available with respect to the CPP Statement of Contributions?
You can access information online with respect to your CPP Statement of Contributions through My Service Canada Account 24 hours a day, 7 days a week. Users who have contributed to the Canada Pension Plan, who are 18 years of age and over, and who do not have their contributions records administered by the Régie des rentes du Québec are able to:
- View and print their earnings and contributions to the Canada Pension Plan;
- View and print their estimated monthly Canada Pension Plan benefits; and
- Print an official copy of their up-to-date Canada Pension Plan Statement of Contributions.
2. Is the copy of my Canada Pension Plan Statement of Contributions that I print from the Web site considered a legal/official copy?
Yes, the online printed version of your Statement of Contribution is considered a legal document, unless otherwise contested in court. If the online printed version of your Statement of Contributions is being contested for legal purposes, you may request that an official Statement of Contributions be mailed to you by using the CPP Statement of Contribution online service or you can contact us.
3. Can I get a Statement of Contributions to the Quebec Pension Plan using this service?
If you have contributed to both Plans and live outside of Quebec, then this information will be on your CPP Statement of Contributions.
However, if you have contributed to the Quebec Pension Plan only, or have contributed to both plans but currently live in the province of Quebec, you must contact the Régie des rentes du Québec to request a separate Statement of Participation in the Quebec Pension Plan. If you currently live outside of Canada and your last contribution was made to the Quebec Pension Plan, you must also contact the Régie des rentes du Québec to request a separate Statement of Participation in the Quebec Pension Plan. You can write to them at:
Régie des rentes du Québec
Service des cotisants
CP 5200
Québec QC G1K 7S9
More information is available on the Quebec Pension Plan Web site.
4. What is the online CPP Retirement Application?
The CPP Retirement Application is an online service available 24 hours a day, 7 days a week that allows you to apply for your CPP Retirement pension online.
Applying for a CPP RTR pension online is a two part process:
- First, you must fill in and electronically submit your online application.
- Then you must print and sign the “Signature Page” (that appears in Step 7 of the application) and mail it to Service Canada.
A date stamp appears on the Signature Page indicating the date and time the online portion of your application was sent. The date stamp is in Atlantic Standard Time (AST). The time zone you are in and day of the month you apply may affect the official receipt date of your application.
About Viewing my Tax Information Slips
1. Which tax slips can I view through My Service Canada Account?
The Tax service allows you to view and print copies of your EI (T4E) or CPP/OAS (T4A, NR4) tax information slips. This service gives you access to as far back as 2003 or 6 years plus the current year. These copies can be submitted with your Canada Revenue Agency (CRA) tax return. You can also use this service to choose to stop receiving your tax slips by mail. If you change your mind, you can re-start mailing at any time.
2. Once I make changes to my tax slips with you over the telephone, can I go online and view my amended tax slips?
At this time, you can use this service to view amended version of your EI and CPP tax slips if they have been changed since they were originally issued in January.
- Amended CPP tax slips will be available online 7 to 10 days after the amendment is processed.
- Amended EI tax slips will be available online 4 to 6 weeks after the amendment is processed.
Currently, OAS amended slips are not accessible through the Tax Slips online service. Use the amended copy mailed to you when you file your tax return with CRA.
3. I have asked you to 'Stop Mailing' my tax slips. Will the government notify me when my tax slips are ready online?
No, each year you must go online at the beginning of February to view your tax slips.
4. How can I reactivate the mailing service? I asked you to 'Stop Mailing' my tax slips. I have changed my mind and want to have them mailed again.
To reactivate the mailing of your tax slips, choose the option to 'Start Mailing' your tax slips from within the service.
Note: If this request is submitted online during the first week of January to the last day of February the change will only take effect the following year. You can request a duplicate tax slip be mailed to you, please contact us.
5. Can my Service Canada Centre update my request to receive/not to receive my tax slips by mail?
Yes, if you would like to change this yourself, go to the Tax Information Slips online service from My Service Canada Account and choose the option to 'Stop/Start Mailing' your tax information slips. If you wish to stop the mailing of your tax slips, the request must be made in writing. If you wish to reinstate the mailing of your tax slips, you can contact us.
Computer Issues
1. How do I make the text larger on your Web site?
There is an increase-text-size button on the left side of your browser. This button enables you to change back and forth between the increased text size and the normal text size.
Most browsers, including Internet Explorer and Netscape, have a function that will allow the user to increase the size of text or fonts on the screen. Consult the browser help feature for information on how to increase or decrease the text size on the screen.
If the web page you are reading is in PDF, adjusting the browser text size will not modify the size of the text in the document. The Adobe Acrobat PDF reader provides a "Zoom Tool" feature (magnifying glass icon with a plus or minus sign) that allows users to adjust the size of the display. Select this tool, and click on the document to increase or decrease the document display size.
2. Can you explain what is meant by "minimum computer requirements"?
For an explanation please visit our minimum computer requirements page.
3. My computer crashed/froze after I filled out the form. Did the information go through?
If you did not receive a transaction confirmation page or number, the information did not go through.
4. I don't know what browser version I have on my computer. How can I tell?
Most browsers have a "Help" option on the top tool bar that contains an "About" feature, which lists the browser information.
5. What are cookies and how are they used on this site?
Cookies are small files that are placed on your computer to link information from one screen to another while you are using a Web site or online service. For example, we use cookies to remember which language you prefer to use during your online services session. The cookies we use do not collect any personal information (such as your social insurance number or date of birth). They do not take any information from your computer. The cookies are automatically deleted from your computer when you close your browser.
6. How do I turn on cookies so I can use the online service?
In most cases, a browser's default setting is set to accept cookies. If the cookies setting has been turned off, you will need to locate the cookie options and choose one that will allow your computer to accept cookies. Instructions for turning on cookies can be found on our minimum computer requirements page or through your browser's "Help" feature.
7. How do I clear my cache?
To protect your security, we recommend that you clear your browser's cache and close down your browser after you have finished with your online session.
The procedures to clear the cache are unique to each different browser (Internet Explorer, Netscape, etc.) and, therefore, we would recommend that you refer to your browser's help documentation on memory/disk caching.
8. If I use "ad-blocking" software, will it interfere with my ability to use an online service?
If you are using ad-blocking software, you may experience some difficulty with our applications. You may need to disable the software. For assistance, please contact your service provider and/or your software manufacturer.
9. Why am I having difficulty viewing the entire content of your page?
Our sites are best viewed when your browser is maximized. If your browser is not maximized, you may not be able to see everything on the page. To maximize (or enlarge) the size of your browser window, select the middle of the three small buttons in the extreme upper right corner (the one with the square on it). To de-maximize it, select the same button again.
You may also have difficulty seeing everything on the page if there are additional toolbars along the edges of the display, or within the browser window. To move these toolbars, select the toolbar with your mouse and drag the toolbar to another location on the page.
I received a message...
1. I received one of the following error messages. Why?
These are common Internet error messages:
- 403 - Forbidden - You are trying to access a page that you are not allowed to view.
- 404 - Not Found - You are using an incorrect URL or we are experiencing technical difficulties.
- Try again in a few minutes. If message persists, please contact us.
- 500 - Server Error - The server may be unavailable.
- Try again in a few minutes. If message persists, please contact us.
- Unable to Connect - If you are able to connect to other sites, you may be using an incorrect URL. Please go to the Service Canada home page and select the service you want.
- Too Much Network Traffic - This indicates that there are too many users accessing the service at the same time. Please try again later.
- The Requested URL Was Not Found - if you are able to connect to other sites, you may be using incorrect URL. Please go to the Service Canada home page and select the service you want.
If the above suggestions do not help, please contact your Internet Service Provider.
2. I have a message saying that I need an Acrobat Reader for a PDF file. What is Acrobat Reader and how can I get it?
If you wish to access the PDF files on this Web site, you may need to install a copy of Adobe Acrobat Reader software (if you don't already have it on your computer). A free download of Adobe Acrobat Reader is available online. After installation, you may have to close your browser or reboot your computer for Acrobat Reader to work.
3. I have a message saying that my page has expired. What does this mean and what do I have to do?
This message may appear when you use your browser's "Back" button. It means that the information you are trying to view is no longer available or the session has expired due to inactivity. Try using your browser's "Refresh" button; if you get a message telling you that the page cannot be refreshed select "Retry". If the browser still does not allow you back into the online service, you will have to log in again.
4. I received a message saying that my JavaScript is not enabled. What do I have to do?
You must enable JavaScript in your browser in order to use the online services. For instructions on how to enable JavaScript, go to our minimum computer requirements page.
5. Why did I not receive a confirmation message that I have successfully logged out of the online service?
The reason you did not receive a confirmation message is because you closed the login window before logging out of the service. The login window always appears on your status bar while your session is active. If the login page is closed before you logout of the online service, the logout confirmation message will not be displayed even though your session has successfully ended. Always logout of the online service before closing your browser.
6. I received a "We are temporarily experiencing technical difficulties" message. What does this mean?
You have received this message because we are experiencing technical difficulties with our servers or databases. The problem will be resolved shortly. Please try again later.
7. I received a "Time-out" message. What does this mean and why did I receive it?
Your secure session has expired due to 15 minutes or more of inactivity. We have taken this security precaution in order to protect your information. You will have to login using your Access Code and start over.