Frequently Asked Questions
Security and Privacy
1. Who has access to the information I enter when I register for an epass?
epass Canada does not share your registration information with any third party. All information provided is held and only accessible to the Government service with which you have enroled. All information is protected under the federal Privacy Act.
Please refer to our Privacy Statement for more information.
2. How is my personal information protected?
Your personal information is protected under the federal Privacy Act. To further protect your information, encryption is used to transfer your data securely over the Internet.
Please refer to our Security Statement for more information.
3. What can I do to maintain the security of my information?
You can help protect your information as follows:
- do not share your User ID, Password, or Recovery Questions, Answers and Hints with anyone;
- memorize your User ID, Password, and Recovery Answers instead of writing them down (if you do choose to print or record them, keep them in a safe place); and
- your User ID and Password should be meaningful to you, but meaningless to others.
To increase the security of your registration information, epass Canada recommends the following:
- change your Password every three to six months;
- do not use personal information (such as Social Insurance Number (SIN), Family name or Given name) in your User ID or Password;
- while you are logged in, do not leave your computer unattended; and
- log out and close your browser when you are finished using epass Canada or epass Enabled Services.
4. Can I share my epass with family members or others?
No, you may not. The epass Terms and Conditions of Use states that you agree NOT to share your epass with anyone. Your epass is your unique electronic credential that enables you to exchange confidential information with epass Enabled Services. If others need access to these services, they will need to obtain their own epass.
5. What do I do if I think someone has obtained my User ID and Password?
This is a serious matter.
It means that someone else could use your electronic credential to obtain or change your confidential information with the Government of Canada on your behalf. If you suspect that someone has obtained your User ID or Password, you need to take the following actions:
- Stop any possible misuse of your epass by:
- changing your User ID or Password; or
- revoking your epass and registering again as a new user (for more information, please refer to the What happens when I revoke my epass? frequently asked question).
- Report the situation to:
(Ottawa and surrounding area)
(613) 948-2929
Canada and the United States
1-866-EPASS-GC (1-866-372-7742)
Text Telephone (TTY/TDD)
1-866-330-1890
Outside Canada and the United States
(we accept collect calls)
(613) 948-2888
Customer Service Representatives are available to assist you by phone,
year round, Monday to Friday (except Holidays) from 07:00 to 23:00,
Eastern Time (-5 Universal Time Coordinated, (UTC)).
6. What can I do if I forget my User ID and/or Password?
Use the Forgot Your Password? link on the Log In or Register page if you have forgotten your Password.
If you have forgotten your User ID, you will need to register for a new epass and enrol again with the epass Enabled Services.
7. What happens when I revoke my epass?
When you revoke an epass, all epass Enabled Services that are enroled with this epass will no longer be accessible.
