Frequently asked questions - Problems entering your personal authentication information for My Account for individuals or My Business Account

1. I do not have a CRA Security Code because I either lost or did not receive it.
2. If I can't find my 2004 tax return and have not yet prepared my 2005 return, can I use the total income amount on line 150 from another return?
3. I have tried to enter my information and it did not work.
4. I have tried to enter my SIN, date of birth, line 150 and postal or zip code information several times and have received an error message indicating that I have been locked out.
5. I have tried to enter my CRA Security Code several times and have received an error message indicating that I have been locked out.
6. I have received an error message indicating that my CRA Security Code has expired.
7. I have received a message indicating my session has expired.
8. I am trying to enter information for a deceased person, why can't I?

1. I do not have a CRA Security Code because I either lost or did not receive it.

If you do not have a CRA Security Code for the reasons stated above, call the e-service Helpdesk.

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2. If I can't find my 2004 tax return and have not yet prepared my 2005 return, can I use the total income amount on line 150 from another return?

No. You must provide the total income amount (line 150) you calculated on your 2004 or 2005 income tax return. The return you use has to have been filed and processed.

3. I have tried to enter my information and it did not work.

You may have tried to enter your information when the system was not available. Check our Hours of service to see when the service is available in your region. If you continue to experience difficulties during our available hours of service, call our e-service Helpdesk.

4. I have tried to enter my SIN, date of birth, line 150 and postal or zip code information several times and have received an error message indicating that I have been locked out.

If you have attempted to enter your information more than five times and have been unsuccessful, you will be prevented from trying again. For more information, call our e-service Helpdesk.

5. I have tried to enter my CRA Security Code several times and have received an error message indicating that I have been locked out.

If you have attempted to enter your information more than three times and have been unsuccessful, you will be prevented from trying again. For more information, call our e-service Helpdesk.

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6. I have received an error message indicating that my CRA Security Code has expired.

You have entered your CRA Security Code after the expiry date shown on your letter. Please call our e-service Helpdesk to obtain a new CRA Security Code.

7. I have received a message indicating my session has expired.

If you do not perform any activity for more than 18 minutes, your session will automatically close. If you select the "Return" button at the bottom of the message, you will be redirected to the CRA home page where you select the service you want to use and log in again.

8. I am trying to enter information for a deceased person, why can't I?

You cannot use the CRA epass services to access information for deceased persons. You will have to call, write, fax or visit a CRA office. See Contact us for tax service offices and tax centre addresses, telephone and fax numbers.