Frequently asked questions about NETFILE --
Access to NETFILE

1. Where can I find my access code?
2. I lost my access code. What can I do?
3. My access code was compromised. Where can I get a new one?
4. What if I cannot access the transmission page on the NETFILE Web site?
5. I didn't receive a personalized income tax package and I don't have an access code. Where can I get one?
6. Why doesn't the CRA provide one access code for the whole family?

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1. Where can I find my access code?
   The four-digit number printed on the information sheet included in your income tax package is your access code to use NETFILE. The access code can also be used for TELEFILE if you received an invitation.
   
   
2. I lost my access code. What can I do?
   Starting February 11, 2008, you can use our access code on-line service or call the e-service Helpdesk at 1-800-714-7257 (from anywhere in Canada or the United States) during our Helpdesk hours of service. If you are outside Canada or the United States, call us collect at 709-772-8371. If you use a Teletypewriter you can contact the e-service Helpdesk at 1-888-768-0951. We will be happy to provide you with an access code providing the information you give us matches what we have in our files.
   
   
3. My access code was compromised. Where can I get a new one.
   Starting February 11, 2008, call the e-service Helpdesk at 1-800-714-7257 (from anywhere in Canada or the United States) during our Helpdesk hours of service. If you are outside Canada or the United States, call us collect at 709-772-8371. If you use a Teletypewriter you can contact the e-service Helpdesk at 1-888-768-0951. We will be happy to provide you with a new access code providing the information you give us matches what we have in our files.
   
   
4. What if I cannot access the transmission page on the NETFILE Web site?
   Here are some suggestions if you cannot access the transmission page on the NETFILE Web site:
   
   
   • Ensure your browser is set to accept cookies and has 128-bit SSL 3.0
   • Clear your cache
   • Ensure that all firewalls, external or other, allows for file uploads. This includes the firewall in Windows XP.
   • If you have a router, ensure it allows file uploads and ensure that the Maximum Transmission Unit (MTU) setting is set to 1452 (this number may need to be adjusted depending on the Operating System).
   • Try another browser
   • Ensure that you do not have a virus that is preventing you from filing
   • If all else fails, try another computer
     
     
   If you are using a computer connected to a Local Area Network (LAN), such as a computer at work, the security settings on that computer could be preventing you from accessing NETFILE. Try a computer at home or a computer not connected to the LAN.
   
   You do not have to install the tax preparation software on the computer you use to file your tax return. You only need a computer that meets the security requirements and your ".tax" file saved on a disk.
   
   Since changing computer settings may cause other problems, we cannot provide you with assistance in this matter. You can however, contact your Internet Service provider (ISP) or the support desk for your router (if there is one) for assistance.
   
   
5. I didn't receive a personalized income tax package and I don't have an access code. Where can I get one?
   NETFILE is available to most Canadians to file their 2007 tax returns. If you did not receive a personalized income tax package, starting February 11, 2008, you can use our access code on-line service or call the e-service Helpdesk at 1-800-714-7257 (from anywhere in Canada or the United States) during our Helpdesk hours of service. If you are outside Canada or the United States, call us collect at 709-772-8371. If you use a Teletypewriter you can contact the e-service Helpdesk at 1-888-768-0951. We will provide you with an access code providing the information you give us matches what we have in our files.
   
   
6. Why doesn't the CRA provide one access code for the whole family?
   The access code, along with your date of birth and social insurance number is your electronic signature. Therefore, you can only transmit one return, with one access code. The access code is confidential and should not be given to anyone, including family members.