Online Services Frequently Asked Questions
This list is based on your most frequent on-line services inquiries as received by our call centre agents and is updated regularly. Information about our programs and benefits can be found on the Canada Pension Plan (CPP) and Old Age Security (OAS) Frequently Asked Questions pages or the Employment Insurance (EI) Frequently Asked Questions pages.
Using a Service Canada On-line Service
- 1. Why can I not enter my full phone number/ social insurance number (SIN)/ Postal Code?
- 2. How do I move from field to field when filling out an on-line form?
- 3. Why can I not log into a Service Canada On-line Service?
- 4. I am having difficulty submitting the information requested during the Service Canada On-Line Service login process. What should I do?
- 5. I've been locked out of a Service Canada On-Line Service. Why have I been locked out and what can I do?
- 6. What does "Date Modified" mean?
- 7. When can I use Service Canada On-line Services?
- 8. Where can I find more information about Service Canada On-line 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 Service Canada On-line Services through a public computer (i.e. in a library or school)?
- 14. What is a "Tax Information Slip"?
Access Codes - General Information
- 15. What is a Tax Information Slips access code?
- 16. Why can I not use my Tax Information Slips access code to login to the Tax Information Slips service?
- 17. What is a Personal Access Code (PAC) and why am I being asked to provide one?
- 18. What is an Employment Insurance (EI) Access Code and why am I being asked to provide one?
- 19. What is the difference between a Personal Access Code (PAC) and an EI Access Code?
- 20. What Access Code can I use to access each Service Canada On-line Service?
Personal Access Code (PAC)
- 21. How do I get a Personal Access Code (PAC) for CPP/OAS programs?
- 22. What other information in addition to the PAC, do I need to access an on-line service?
- 23. Why was I asked for my address information when I applied for a Personal Access Code?
- 24. Can I get a Personal Access Code if I live outside of Canada?
- 25. Can I get a Personal Access Code by e-mail?
- 26. 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?
- 27. Can I disable my Personal Access Code so it can no longer be used? How?
- 28. I disabled my Personal Access Code. Then, I tried to apply for a new one on-line but could not. Why?
- 29. I disabled my Personal Access Code, but now want to use it. Can I?
Employment Insurance Access Codes
- 30. What other information in addition to the EI Access Code do I need to access the Tax Information Slips service?
- 31. I lost my EI Access Code. What do I do?
- 32. How do I get an EI Access Code?
- 33. Can I get a EI Access Code if I live outside of Canada?
Computer Issues
- 34. How do I make the text larger on your Web site?
- 35. Can you explain what is meant by "minimum computer requirements"?
- 36. My computer crashed/froze after I filled out the form. Did the information go through?
- 37. I don't know what browser version I have on my computer. How can I tell?
- 38. What are cookies and how are they used on this site?
- 39. How do I turn on cookies so I can use the on-line service?
- 40. How do I clear my cache?
- 41. If I use "ad-blocking" software, will it interfere with my ability to use the application?
- 42. Why am I having difficulty viewing the entire content of your page?
I received a message...
- 43. I received one of the following error messages. Why?
- 44. 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?
- 45. I have a message saying that my page has expired. What does this mean and what do I have to do?
- 46. I received a message saying that my Java Script is not enabled. What do I have to do?
- 47. Why did I not receive a confirmation message that I have successfully logged out of the on-line service?
- 48. I received a "We are temporarily experiencing technical difficulties" message. What does this mean?
- 49. I received a "Time-out" message. What does this mean and why did I receive it?
Using a Service Canada On-line Service
1. Why can I not enter my full phone number/ social insurance number (SIN)/ Postal Code?
The problem may be that:
- You are trying to insert spaces in an input field which may not accept them. Do not enter a 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 "Num Lock" function is not turned on. Please turn on the "Num Lock" by selecting that key on your keyboard.
2. How do I move from field to field when filling out an on-line form?
To move from one form field to the next, use either the "Tab" key on your keyboard or 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 into a Service Canada On-line Service?
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 either your CPP/OAS personal access code or EI Access Code correctly. Please note that some characters appear similar, such as the number zero and the letter "O", so it important that you ensure you are entering the correct character.
- You may have been locked-out of the system due to a number of unsuccessful login attempts.
- In certain limited cases, our servers may be down and thus your information is unavailable.
- If you still cannot gain access to the service, please contact us for further help.
4. I am having difficulty submitting the information requested during the Service Canada On-line Service login process. What should I do?
Before we can give you access to your personal information through an on-line service, we need to make sure that we are providing it to the correct person. To do this, we must 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 the information we have, verify your information and try again. If the situation continues, contact us at 1 866 279-5238 between 8:30 a.m. to 4:30 p.m. local time Monday to Friday.
5. I've been locked out of a Service Canada On-Line Service. Why have I been locked out and what can I do?
For security reasons, if you have made multiple attempts to access the service using personal information that does not match the information we have, you will be blocked from making further attempts for 24 hours. In some cases we can reinstate your access to the service.
Note: The lockout period for Service Canada On-line Services is 24 hours. To resolve this issue, please call us at 1 866 279-5238 between 8:30 a.m. to 4:30 p.m. local time Monday to Friday.
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 refer to the personal information that appears on the page.
7. When can I use Service Canada On-line Services?
Most Service Canada On-line 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 for the service you are accessing. Please review the introduction page of the service to determine if this applies.
8. Where can I find more information about Service Canada On-line Services?
If you need more information, please go to the Service Canada 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 please review the FAQs relating to "Computer Issues" and "I received a message..." below.
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. 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.
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 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.
- The third level of security relates to our login process. To access our on-line services you are required to use a Personal Access Code for CPP/OAS programs or an EI Access Code. These codes, along with other personal information, ensure that information is accessed by authenticated clients.
We also protect your information by not sharing it with unauthorized third parties.
13. Should I take special precautions to keep my information secure if I access Service Canada On-line Services through a public computer (i.e. in a library or school)?
When using our on-line 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 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.
14. What is a "Tax Information Slip"?
A "Tax Information Slip" is provided to you by an employer or organization that pays you a salary or benefit during a given year. These are typically known as "T4" slips.
Access Codes - General Information
15. What is a Tax Information Slips access code?
A Tax Information Slips access code was used for the 2003 and 2004 tax years to validate your identity so that you could use this Tax Information Slips service. It was a nine character code composed of one letter and eight numbers (for example: A99999999). *Important - The Tax Information Slips access code is no longer valid as of February 1, 2006. All access codes will be disabled as of that date. Since we no longer use this code, you will need to use a Personal Access Code (PAC) or an EI Access Code in order to access the Tax Information Slip service.
16. Why can I not use my Tax Information Slips access code to login to the Tax Information Slips service?
We have enhanced our procedures for accessing this service and established a more consistent login process across all of our services, therefore we no longer use the Tax Information Slips access code. You will need to use a Personal Access Code (PAC) or an EI Access Code in order to access the Tax Information Slips service.
17. What is a Personal Access Code (PAC) and why am I being asked to provide one?
The Personal Access Code is a unique identifier required, along with other personal information, to access on-line services related to CPP/OAS. It is an additional piece of information that we ask for to ensure the confidentiality of your personal information. You may apply for a PAC from Service Canada on-line or by telephone at 1 877 454-4051. Keep this code private and secure.
18. 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 and can be found at the bottom of the Benefit Statement in the shaded area. In order to access the on-line service you have selected, you must provide your four-digit EI Access Code. It is an additional piece of information that we ask for to ensure the confidentiality of your personal information.
19. What is the difference between a Personal Access Code (PAC) and an EI Access Code?
An EI Access Code is a four-digit code issued by the Employment Insurance Program under Service Canada. It enables you to access on-line services such as the My Employment Insurance information on-line, Internet Reporting Service and Tax Information Slips On-line. You can only receive an EI Access Code after having applied for EI benefits.
A Personal Access Code (PAC) is a seven character code which validates your identity and enables you to login to the Canada Pension Plan Statement of Contributions On-line Service, the Canada Pension Plan and Old Age Security View and Update Personal Information On-line Service, and the Tax Information Slips service.
Please Note: You can use either an EI Access Code or a PAC to login to the Tax Information Slips service.
20. What Access Code can I use to access each Service Canada On-line Service?
Your Personal Access Code (PAC) lets you login to:
- Canada Pension Plan Statement of Contributions;
- Tax Information Slips; and
- Canada Pension Plan and Old Age Security View and Update Personal Information.
Your Employment Insurance (EI) Access Code lets you login to:
- My Employment Information On-line or View My Employment Insurance Information;
- Internet Reporting Service; and
- Tax Information Slips.
Please Note: You can no longer use your Tax Information Slips Access Code to login to Tax Information Slips On-line. You must use a Personal Access Code (PAC) or an EI Access Code to access Tax Information Slips On-line.
Personal Access Code (PAC)
21. How do I get a Personal Access Code (PAC) for CPP/OAS programs?
There are two ways to get a Personal Access Code from Service Canada:
- On-line: You may apply for a PAC from Service Canada on-line. Services that require a PAC will have the option to request a PAC on the introductory page of the on-line service you are using. After following the instructions provided, a Personal Access Code will be mailed to you.
- By Phone: Call 1 877 454-4051 to request a Personal Access Code from Service Canada. After you have followed the instructions provided, a Personal Access Code will be mailed to you.
22. What other information in addition to the PAC, do I need to access an on-line service?
In addition to your Personal Access Code (PAC), you will have to 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.
23. Why was I asked for my address information 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 we will not mail your Personal Access Code.
24. 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.
25. Can I get a Personal Access Code by e-mail?
No. Your Personal Access Code is designed to allow you to securely access our on-line services. We do not currently have the capability to send secure e-mail, so we must send you this code by mail. We also ask that you do not include any personal information in your e-mail correspondence with Service Canada.
26. 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.
27. 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.
28. I disabled my Personal Access Code. Then, I tried to apply for a new one on-line 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.
29. 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
30. What other information in addition to the EI Access Code do I need to access the Tax Information Slips service?
In addition to your EI Access Code, you need to provide the following information to login to the Tax Information Slips service:
- Your Social Insurance Number (SIN);
- Your date of birth; and
- Your province.
31. 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 go to your Service Canada Centre. In both cases, questions will be asked in order to verify your identity prior to issuing a new Access Code.
32. 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.
33. Can I get a 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 am to 4:30 pm and press "0" to speak to a representative. Questions will be asked to verify your identity and a new Access code will be reissued.
Computer Issues
34. 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 (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 document display size.
35. Can you explain what is meant by "minimum computer requirements"?
For an explanation please visit our minimum computer requirements page.
36. 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.
37. 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.
38. 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 on-line service. For example, we use cookies to remember which language you prefer to use during your on-line 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.
39. How do I turn on cookies so I can use the on-line 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.
40. 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 on-line 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.
41. 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.
42. 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...
43. 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 or we are experiencing technical difficulties.
- Try again in a few minutes. If message persists, please contact us.
- 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.
- 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 main 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 main page and select the service you want.
If the above suggestions do not help, please contact your Internet Service Provider.
44. 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 (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 on-line. After installation, you may have to close your browser or reboot your computer for Acrobat Reader to work.
45. 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 on-line service, you will have to log in again.
46. 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 on-line services. For instructions on how to enable JavaScript, go to our minimum computer requirements page.
47. Why did I not receive a confirmation message that I have successfully logged out of the on-line 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 on-line service, the logout confirmation message will not be displayed even though your session has successfully ended. Always logout of the on-line service before closing your browser.
48. 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.
49. 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.