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. What does "Date Modified" mean?
- 4. Where can I find more information on Service Canada On-line Services?
- 5. Who can I contact if I am experiencing technical difficulties?
- 6. Why do I have multiple help windows open?
- 7. Why must I provide personal information before accessing some of these services?
- 8. How do you keep my personal information secure?
- 9. 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)?
My Service Canada Account
- 10. What is My Service Canada Account?
- 11. What can I do with My Service Canada Account?
- 12. What are the service hours for My Service Canada Account?
- 13. How do I register for My Service Canada Account?
- 14. Why do I need a Government of Canada epass to access My Service Canada Account?
- 15. What is a Government of Canada epass?
- 16. I already have a government of Canada epass, but from another department or agency, can I use it for My Service Canada Account?
- 17. Can my representative access My Service Canada Account?
Access Codes - General Information
- 18. What is Tax Information Slips access code?
- 19. What is a Personal Access Code and why am I being asked to provide one?
- 20. What is an Employment Insurance (EI) Access Code and why am I being asked to provide one?
- 21. What is the difference between a Personal Access Code and an EI Access Code?
- 22. What Access Code can I use to access each Service Canada On-line Service?
Personal Access Code
- 23. How do I get a Personal Access Code for CPP/OAS programs?
- 24. What information will I need to provide in order to receive a Personal Access Code?
- 25. Why was I asked for my address information when I applied for a Personal Access Code?
- 26. Can I get a Personal Access Code if I live outside of Canada?
- 27. Can I get a Personal Access Code by e-mail?
- 28. 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?
- 29. Can I disable my Personal Access Code so it can no longer e used? How?
- 30. I disabled my Personal Access Code. Then, I tried to apply for a new one on-line but could not. Why?
- 31. I disabled my Personal Access Code, but now want to use it. Can I?
Employment Insurance Access Codes
- 32. I lost my EI Access code. What do I do?
- 33. How do I get an EI Access Code?
- 34. Can I get an EI Access Code if I live outside of Canada?
Computer Issues
- 35. How do I make the text larger on your Web site?
- 36. Can you explain what is meant by "minimum computer requirements"?
- 37. My computer crashed/froze after I filled out the form. Did the information go through?
- 38. I don't know what browser version I have on my computer. How can I tell?
- 39. What are cookies and how are they used on this site?
- 40. How do I turn on cookies so I can use the on-line service?
- 41. How do I clear my cache?
- 42. If I use "ad-blocking" software, will it interfere with my ability to use the application?
- 43. Why am I having difficulty viewing the entire content of you page?
I received a message...
- 44. I received one of the following error messages. Why?
- 45. 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?
- 46. I have a message saying that my page has expired. What does this mean and what do I have to do?
- 47. I received a message saying that my JavaScript is not enabled. What do I have to do?
- 48. Why did I not receive a confirmation message that I have successfully logged out of the on-line service?
- 49. I received a "We are temporarily experiencing technical difficulties" message. What does this mean?
- 50. 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. 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.
4. 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.
5. 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)
6. 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.
7. 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 verifying your identity through the registration process for My Service Canada Account.
The registration process for My Service Canada Account is twofold:
- obtain an epass user ID and Password (4 steps)
- authenticate yourself by providing personal information
In addition to obtaining an epass and authenticating yourself, you will also be presented and 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.
8. 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 for Employment Insurance programs. 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.
9. 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.
My Service Canada Account - General Information
10. What is My Service Canada Account?
My Service Canada Account is an internet service available from the main Service Canada website. It responds to Canadian citizen demands for one stop service by offering Service Canada on-line services through a single point of entry. Over time, we expect to add additional services within My Service Canada Account.
My Service Canada Account brings together the following EI, CPP and OAS on-line services into a single portal for clients:
- My Employment Insurance Information on-line
- Tax Information Slips on-line
- Canada Pension Plan View Statement of Contributions on-line
- View and Update Personal Information
My Service Canada Account also includes links to other on-line services that are available outside the portal, such as the on-line CPP Retirement Application form and the Canadian Retirement Income Calculator.
11. What can I do with My Service Canada Account?
Currently, you can view and change 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 on-line.
12. What are the service hours for My Service Canada Account?
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 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 am to 9:00 pm Atlantic Standard Time (AST) Monday to Friday and from 6:00 am to 5:00 pm AST Saturday and Sunday.
- Quebec: from 6:00 am to 10:00 pm Eastern Standard Time (EST) Monday to Friday and from 6:00 am to 4:30 pm EST Saturday and Sunday.
- Ontario: from 6:00 am to 10:30 pm Eastern Standard Time (EST) Monday to Friday, from 6:00 am to 4:00 pm EST Saturday and from 7:00 am to 5:00 pm Sunday.
- Western Canada: from 7:00 am to 10:00 pm Central Time (CT) Monday to Friday and from 7:00 am to 7:00 pm (CT) Saturday and Sunday.
13. How do I register for My Service Canada Account?
From the My Service Canada Account introductory page, first time clients 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 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 the client has completed the four steps listed above they are presented with an epass welcome page with a "Continue" button on their screen. After choosing "Continue", clients are brought to the Service Canada registration and authentication process in order to establish their identity. Clients will need to complete the following three steps in order to register and authenticate with Service Canada.
Steps to Register and Authenticate with Service Canada:
- Step #1
Review information regarding registration for My Service Canada Account and the Privacy Notice Statement for establishing the client's identity
- Step #2
Enter their SIN, Date of Birth, EI Access Code or CPP/OAS Personal Access Code, province and epass password
- Step #3
Review the My Service Canada Account and the Privacy Notice Statement and Terms and Conditions for Accessing Service Canada On-line Services
After completing the steps to register for an epass registration and the steps to register and authenticate with Service Canada, clients will be presented with the My Service Canada Account home page.
As mentioned above, on subsequent visits clients will only need to provide their epass user ID and password to login to My Service Canada Account.
14. 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 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 registering for a Government of Canada epass.
15. What is a Government of Canada epass?
A Government of Canada epass is a fast and easy way to securely access Government services via the Internet and consists of a User ID and Password chosen by you.
16. 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, but before you can access My Service Canada Account services, you will have to register with My Service Canada Account. This requires you to enter either an EI Access Code or a CPP/OAS Personal Access Code as well as other personal information used to verify your identity.
To access My Service Canada Account, return to the start page and select "Log in Now" then log in using you epass User ID and Password.
17. Can my representative access My Service Canada Account?
No, for security reasons only the person with the social insurance number (SIN) associated with the epass can use My Service Canada Account to access his or her information. If you would like someone to represent you, refer to Contact Us and the appropriate program area for additional information.
Access Codes - General Information
18. 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 the 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 Tax Information Slip access codes will be disabled as of that date. The Tax Information Slips service is now part of My Service Canada Account. In order to access this service you will need to create a Government of Canada epass username and password and verify your identity using a Personal Access Code or an EI Access Code.
19. 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 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 Personal Access Code from Service Canada on-line or by telephone at 1 877 454-4051. Keep this code private and secure.
20. 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 your 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.
21. 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 Program under Service Canada. It enables you to access on-line 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 for the Canada Pension Plan and Old Age Security by Service Canada. It is used to verify 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 verify your identity using a Personal Access Code or an EI Access Code.
22. What Access Code can I use to access each Service Canada On-line Service?
Your Personal Access Code lets you login to My Service Canada Account which allow you to:
- change your address and telephone number
- change your pension and benefit direct deposit information
- view your EI claim information
- view your CPP/OAS pension and benefit information
- view and print your EI/CPP/OAS tax slips used to prepare your tax return
- view an estimate of your Canada Pension Plan retirement benefit
- view your CPP contributions
Your EI Access Code will let you login to My Service Canada Account as well as the EI Internet Reporting Service at this point.
Please Note: In order to access My Service Canada Account you will need to create a Government of Canada epass username and password and verify your identity using a Personal Access Code or an EI Access Code.
Personal Access Code
23. How do I get a Personal Access Code for CPP/OAS programs?
There are two ways to get a Personal Access Code from Service Canada:
- On-line: You may apply for a Personal Access Code from Service Canada on-line. Services that require a Personal Access Code will have the option to request a Personal Access Code 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.
24. What information will I need to provide in order to receive a Personal Access Code?
In order to receive your Personal Access Code 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.
25. 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.
26. 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.
27. 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.
28. 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.
29. 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.
30. 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.
31. 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
32. 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.
33. 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.
34. 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 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
35. 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.
36. Can you explain what is meant by "minimum computer requirements"?
For an explanation please visit our minimum computer requirements page.
37. 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.
38. 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.
39. 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.
40. 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.
41. 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.
42. 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.
43. 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...
44. 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.
45. 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.
46. 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.
47. 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.
48. 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.
49. 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.
50. 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.
