Frequently Asked Questions (FAQs)
· What is ECBC’s Client Portal?
· What can I see on ECBC’s Client Portal?
· What are my technical requirements for using ECBC’s Client Portal?
· How do I sign in to ECBC’s Client Portal?
· I have forgotten my UserID and/or Password for epass. Who do I contact?
· Who do I contact if I have additional questions regarding activating ECBC’s Client Portal?
What is ECBC’s Client Portal? [top]
ECBC's Client Portal is an online service that gives you the convenience and flexibility of viewing your client portfolio and correspondence. It also allows you to submit claims online and send or receive emails via a secure Web site 7 days a week, 24 hours a day at a time and place of your choosing in the language of your choice. On top of that, you will have the peace of mind knowing that your information remains secure and private because the system is built upon the Government of Canada's Secure Channel Network. A network that is rated one of the most secure infrastructures in the world.
Information on the Client Portal service is provided for your exclusive use and is not intended for use by third parties.
It's fast. It's easy. It's convenient. It's secure.
What can I see on ECBC’s Client Portal? [top]
With ECBC's Client Portal, you can see information on:
· Client profile (contacts, addresses, telephone numbers, etc.)
· Claims (in progress, submitted, approved, etc.)
· Repayments (due, repaid, outstanding, etc.)
· Project indicators
· Correspondence
· Online secure messaging
· Submitting a claim
What are my technical requirements for using ECBC’s Client Portal? [top]
Clients wishing to utilize ECBC’s client portal must satisfy the following technical requirements:
· Use High Speed Internet access
· Use one of the following operating system/browser combinations (Windows 98, Windows ME, Windows 2000 SP4, Windows XP SP1, Windows XP Home, Windows XP SP1a, Windows NT4 SP6)
· Use Microsoft Internet Explorer version 5.5 or later or Netscape Navigator 7.02
· Requires Java Virtual Machine (JVM) - Microsoft JVM or SUN JVM version 1.4.1 or greater (can be downloaded and installed of the internet at no cost)
· Workstation must allow session cookies (this is a browser setting)
· Requires Entrust Truepass applet to be installed (will happen automatically when applying for a Government of Canada epass)
Client may contact ECBC's Helpdesk at 1-888-322-2482 during business hours from 8:00 to 18:00 Atlantic Standard Time (note the Helpdesk is not available on weekends and statutory or civic holidays) for assistance in this regard.
How do I sign in to ECBC’s Client Portal? [top]
ECBC takes the security of your company information seriously. We must make sure that you are the person assigned by your company to see this information. To do this, the following steps are to be followed in order to register you as a Client Contact (acting on behalf of a company, organization, sole proprietor, etc.) to use the ECBC Client Portal:
1. Contact your Account Manager
It all starts with a phone call to your respective Account Manager signifying your interest to begin using the Client Portal.
2. Activation Process by ECBC
The ECBC Manager starts the formal process by a face-to-face meeting with you either at the ECBC Office or at your office. In preparation for the meeting, the Account Manager will access your account and prepare it for on-line service delivery to ensure:
o A statement from the owner/president of the company indicating that you are an authorized agent of the Client and can sign and act on behalf of the company. (In the case of the Representative being the Owner or President, a signed declaration that they hold that position and represent the Client themselves is sufficient.) (Click here for standard form letter.)
o An ECBC Client Portal Web Use Agreement is signed by you. The ECBC Account Manager also signs the Agreement on behalf of ECBC. (Click here for the online agreement.)
o You have provided two pieces of identification (such as a Passport, Driver's license, company identification, birth certificate). Please note that the Social Insurance Number is not acceptable. No information is recorded from either of these, it is simply a verification of your identity for your security.
o A documentation package has been supplied to the client (including the Activation Key which is necessary to access the Client Portal). Please note the Activation Key is only valid for two (2) weeks from the time it is generated by the Account Manager. In the event you do not activate your epass to access the Client Portal within that timeframe, you will need to contact your Account Manager to acquire another Activation Key.
3. Activation Process by You
You are now ready to begin the registration process thru the epass web site. You can register by clicking on the Register Now link/button on the Log In / Register Now page of the epass website. This is where you create a personal userid and password which can then be used to connect to any government department with which you have signed up for on-line services.
What makes this process unique is that, only you can view and access all of your information with the various government departments through one userid and password. Individual departments on the other hand do not have the ability to inter-connect with each other due to the unique activation key that is given only to you when you sign up with each department.
To register:
o preview the Terms and Conditions of Use (optional);
o create your unique User ID;
o select your Recovery Questions and Answers (Recovery Questions and Answers are used by epass Canada to assist you when you want to change your User ID, change your Password, recover your Password or revoke your epass);
o create and confirm your Password (you can change your User ID and/or Password in the future from the epass web site by using Manage My epass and by correctly answering your Recovery Questions);
o electronically sign the Terms and Conditions of Use; and
o enter the unique activation key given to you by your ECBC Account Manager.
Once you have set up your epass account, you will not be required to go thru this process again. For future re-access to the Client Portal, you simply need to enter via the ECBC web site.
Note: In the event you receive an error in using your assigned Activation Key, please note your UserID and Password will still be valid and should be written down in a safe place. For assistance in this regard, you should then contact ECBC's Helpdesk at 1-888-322-2482 during business hours from 8:00 to 18:00 Atlantic Standard Time (note the Helpdesk is not available on weekends and statutory or civic holidays). Once your is resolved, you can access the Activation screen through the ECBC website and epass website as an "Existing User", using the same UserID and Password.
Now you are ready to begin saving time, review your account information on-line and, best of all, reduce the turnaround time of your transactions. For additional information on ECBC's new Client Portal, please contact your Account Manager.
I have forgotten my UserID and/or Password for epass. Who do I contact? [top]
Go to the epass website; browse to the Manage My epass section for assistance.
Who do I contact if I have additional questions regarding activating ECBC’s Client Portal? [top]
You may either contact your Account Manager or the ECBC Helpdesk at 1-888-322-2482 during business hours from 8:00 to 18:00 Atlantic Standard Time (note the Helpdesk is not available on weekends and statutory or civic holidays).