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This list is based on your most frequent online services inquiries as received by our call centre agents and is updated regularly. Our main Frequently Asked Questions page lists more information about the department's programs and benefits.
Using an e-Service
- 1. Why can't I enter my full phone number/ SIN/ Postal Code?
- 2. How do I move from field to field when filling out an online form?
- 3. Why can't I log in to the e-Service product?
- 4. I am having difficulty submitting the information requested by either the Canada Pension Plan Statement of Contributions or the View and Update Personal Information services online. What should I do?
- 5. I don't want to wait for the lockout period to end before being able to get back on the e-Service. Can you reinstate my access to the service right away?
- 6. What does "Date Modified" mean?
- 7. When can I use e-Services?
- 8. Where can I find more information about e-Services?
- 9. Who can I contact if I am experiencing technical difficulties?
- 10. Why do I have multiple help windows open?
- 11. Why must I provide personal information before accessing some of these services?
- 12. How do you keep my personal information secure?
- 13. Should I take special precautions to keep my information secure if I access e-Services through a public computer (i.e. in a library or school)?
Access Codes
- 14. What is a Tax Information Slips access code and why am I being asked to provide one?
- 15. What is a Personal Access Code (PAC) and why am I being asked to provide one?
- 16. What is the difference between a Personal Access Code (PAC) and a Tax Information Slips access code?
Tax Information Slips Access Code
- 17. How do I get a Tax Information Slips access code?
- 18. What information do I need to logon to Tax Information Slips service?
- 19. Can I disable my Tax Information Slips access code so it can no longer be used? How?
Personal Access Code
- 20. How do I get a Personal Access Code?
- 21. What information do I need to access an e-Service requiring a Personal Access Code?
- 22. Why was I asked for my address information when I applied for a Personal Access Code?
- 23. Can I get a Personal Access Code if I live outside of Canada?
- 24. 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?
- 25. Can I disable my Personal Access Code so it can no longer be used? How?
- 26. I disabled my Personal Access Code. I tried to apply for a new one online but could not. Why?
- 27. I disabled my Personal Access Code, but now want to use it. Can I?
Computer Issues
- 28. I find it difficult to read the text on your web site. Can it be made larger?
- 29. My printer does not work. What do I do?
- 30. Can you explain what is meant by "minimum computer requirements"?
- 31. My computer crashed/froze after I filled out the form. Did the information go through?
- 32. I don't know what browser version I have on my computer. How can I tell?
- 33. What is a cookie and how are they used on this site?
- 34. How do I turn on cookies so I can use the online service?
- 35. How do I clear my cache?
- 36. If I use "ad blocking" software, will it interfere with my ability to use the application?
- 37. Why am I having difficulty with viewing the entire content of your page?
I received a message...
- 38. I received one of the following error messages. Why?
- 39. I have a message saying that I need an Acrobat Reader for a PDF file. What does Acrobat Reader mean and how can I get it?
- 40. I have a message saying that my page has expired. What does this mean and what do I have to do?
- 41. I received a message saying that my Java Script is not enabled. What do I have to do?
- 42. Why did I not receive a confirmation message that I have successfully logged out of the online service?
- 43. I received a "We are temporarily experiencing technical difficulties" message. What does this mean?
- 44. I received a "Time-out" message. What does this mean and why did I receive it?
Using an e-Service
1. Why can I not enter my full phone number/ SIN/ Postal Code?
The problem may be that:
- You are trying to insert spaces in an input field which may not accept them (e.g. no space between postal code digits).
Note: Please follow the example as shown on your screen. - You are trying to put too many numbers/incorrect numbers in a field. (e.g. you are trying to put a "1" in front of your area code in the three digit "area code" field).
Note: Please follow the example as shown on your screen. - You are using the side keypad on the keyboard but the "NumLock" function is not turned on.
2. How do I move from field to field when filling out an online form?
To move from one form field to the next, you must use either the "Tab" key on your keyboard, or use your mouse. If you get an error message, it may be that the information you are entering on the form is valid, but you may be attempting to move to the next field by hitting the "Enter" key instead of the "Tab" key on your keyboard.
3. Why can I not log in to the e-Service product?
There could be various reasons:
- Your computer may not meet the minimum computer requirements necessary for the service you are attempting to use.
- You may not have entered your access code correctly.
- You may have been locked-out of the system due to a number of unsuccessful login attempts.
- Review the "who can use this service" portion for the service you are attempting to use, as well as the accuracy of the information you are entering.
- In certain limited cases, our servers may be down.
- If you still cannot gain access to the service, please contact us for further help.
4. I am having difficulty submitting the information requested by either the Canada Pension Plan Statement of Contributions or the View and Update Personal Information services online. What should I do?
Before we can give you access to your personal information, we need to make sure that we are providing it to the correct person. To do this, we need to ask you a number of questions and compare your answers with the information in our records. If you receive a message indicating that the information you provided does not correspond to our own, please ensure that you are using the right information and try again. If this situation continues, please contact us at 1 866 279-5238 between 8:30 a.m. and 4:30 p.m.
5. I don't want to wait for the lockout period to end before being able to get back on the e-Service. Can you reinstate my access to the service right away?
Yes, in some cases we can reinstate your access to the service.
- The lockout period for Canada Pension Plan Statement of Contributions Online, View and Update Personal Information, and Personal Access Code Request services is 24 hours. To resolve this issue, please call us at 1 866 279-5238 between 8:30 a.m. and 4:30 p.m..
- The lockout period for Tax Information Slips and Canada Pension Plan Statement of Contributions Online Request services is 72 hours. We are unable to reinstate your access to the service before the lockout period ends.
6. 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 apply to any personal information that appears on the page.
7. When can I use e-Services?
E-Services are available 24 hours a day every day except Sunday. You will not be able to access e-Services on Sundays between 2:00 a.m. and 4:00 a.m. Eastern Standard Time as this is when system maintenance takes place.
8. Where can I find more information about e-Services?
If you need more information, please go to the e-Services main menu. If you can't locate the information you are looking for, please contact us.
9. Who can I contact if I am experiencing technical difficulties?
If you are experiencing technical difficulties that you are unable to resolve, please contact your Internet Service Provider.
10. 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. You are advised to close these windows after reading the help text. If you simply return to your main browser page, the additional windows will remain open.
11. 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. Before we can give you access to these services, we have to verify your identity. We do this by asking you to "Login," in order to validate your identity.
12. How do you keep my personal information secure?
There are two 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.
We also protect your information by not sharing it with third parties.
13. Should I take special precautions to keep my information secure if I access e-Services through a public computer (i.e. in a library or school)?
When using our online service 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 the service. Also, be aware of any unauthorized individuals who may be attempting to view your personal information while you are entering it into the computer.
Before leaving the computer, it is also important that you fully log out of the application, clear your browser's cache and close down your browser. This will ensure that no one else can access any personal information you may have entered.
Make sure you pick up your printouts at the public printer as soon as you have logged out of the application.
Access Codes
14. What is a Tax Information Slips access code and why am I being asked to provide one?
A Tax Information Slips access code allows us to validate your identity so that you can use this online service. It is a nine character code composed of one letter and eight numbers (for example: A99999999). You should keep this code private and secure.
15. What is a Personal Access Code (PAC) and why am I being asked to provide one?
A Personal Access Code is a special code which validates your identity and is required to login to some of our online services. You can obtain a PAC either online or by phone. You should keep this code private and secure.
16. What is the difference between a Personal Access Code (PAC) and a Tax Information Slips access code?
A Tax Information Slips access code is a nine character code composed of one letter and eight numbers (format: A99999999) and is required to login to the Tax Information Slips online service. Your access code is located in the upper right-hand corner of your 2003 or 2004 tax slip.
A Personal Access Code (PAC) is a special code which validates your identity and allows you to login to some of our other e-services. You can obtain a PAC either online or by phone.
The codes are completely separate and are for two different services. Social Development Canada is working towards using only the PAC in the future.
Tax Information Slips Access Code
17. How do I get a Tax Information Slips access code?
The Tax Information Slips access code can be found in the upper right-hand corner of your 2003 or 2004 tax slip. Please note that this service is not yet available to you if you are between 18 and 25 years of age and receive a CPP children's benefit. In this case, an access code will not appear on your tax slip.
18. What information do I need to logon to the Tax Information Slips service?
To logon to the Tax Information Slips service you must provide the following pieces of information
- Your last name;
- Your Social Insurance Number (SIN);
- Year and Month of Birth; and
- Your Tax Information Slips access code.
19. Can I disable my Tax Information Slips access code so it can no longer be used? How?
Yes.
- To disable your Tax Information Slips access code, please contact us and speak to one of our agents.
- Note: once your access code has been disabled we cannot re-enable it until the following year. For more information, please contact us and speak to one of our agents.
Personal Access Code
20. How do I get a Personal Access Code?
You can obtain a Personal Access Code:
- Online: Select "Request a Personal Access Code (PAC)" from the e-Services page, or select "I do not have a Personal Access Code (PAC)" which appears at the bottom of the "Before you proceed" page of the e-Service you are using. After following the instructions provided, a Personal Access Code will be mailed to you.
- By Phone: Contact us and request a Personal Access Code by telephone. After following the instructions provided, a Personal Access Code will be mailed to you.
21. What information do I need to access an e-Service requiring a Personal Access Code?
In addition to your Personal Access Code (PAC), you will have to provide the following pieces of information:
- Your first name;
- Your last name;
- Your date of birth;
- Your Social Insurance Number (SIN); and
- Your mother's last name at birth.
22. Why was I asked for my address information when I applied for a Personal Access Code?
We ask you for your address information so that we may confirm that the information that we have for you is still accurate. This information is used to mail your Personal Access Code.
23. 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.
24. 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 agents.
25. Can I disable my Personal Access Code so it can no longer be used? How?
Yes. To disable your Personal Access Code please contact us and speak to one of our agents.
26. I disabled my Personal Access Code. I tried to apply for a new one online but could not. Why?
If you have disabled your Personal Access Code, you must obtain a new one. The only way you can obtain a new one is to contact us and speak to one of our agents.
27. 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. The only way you can obtain a new one is to contact us and speak to one of our agents.
Computer Issues
28. I find it difficult to read the text on your web site. Can it be made larger?
Yes, there is an increase text size button on the left side of your browser. This button allows 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 (portable document format), 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 display.
29. My printer does not work. What do I do?
If you encounter difficulties when trying to print, and it is a:
- Personal printer: Make sure that it is turned on, is online, has paper, and there is no paper jam;
- Network printer: Consult the system administrator.
30. Can you explain what is meant by "minimum computer requirements"?
For an explanation please visit our minimum computer requirements page.
31. My computer crashed/froze after I filled out the form. Did the information go through?
If you did not receive a transaction confirmation, the information did not go through.
32. 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.
33. What is a cookie and how are they used on this site?
A cookie is a small file that is 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.
34. 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.
35. 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.
36. If I use "ad blocking" software, will it interfere with my ability to use the application?
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.
37. Why am I having difficulty with 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...
38. I received one of the following error messages. Why?
These are common Internet error messages:
- 403 - Forbidden - You are trying to access a page you that are not allowed to view;
- 404 - Not Found - You are using an incorrect URL
- 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 e-Services 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 e-Services page and select the service you want.
If the above suggestions do not help, please contact your Internet Service Provider.
39. I have a message saying that I need an Acrobat Reader for a PDF file. What does Acrobat Reader mean and how can I get it?
If you wish to access the PDF (Portable Document Format) 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 and start again for Acrobat Reader to work.
40. 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. 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.
41. I received a message saying that my Java Script is not enabled. What do I have to do?
You must enable Java Script in your browser in order to use the online services. For instructions on how to enable Java Script, go to our minimum computer requirements page.
42. 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.
43. 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.
44. I received a "Time-out" message. What does this mean and why did I receive it?
Your 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.
| Last modified : 2005-05-25 | top | Important Notices |