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 it or did not receive it.
2. I tried to enter my information and it did not work.
3. Where do I find the dollar amount the CRA is asking me for, as part of the registration process?
4. I tried to enter my authentication information several times and I got an error message saying that I have been locked out.
5. I tried to enter my CRA security code several times and I got an error message saying that I have been locked out.
6. I got an error message saying that my CRA security code has expired.
7. I got an error message saying that my session has expired.
8. I am trying to enter information for a deceased person and I can't, why not?
9. I am having problems accessing the CRA login services page.
10. I cannot access the CRA login services page. Can I send my request by email?

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1. I do not have a CRA security code because I either lost it or did not receive it.

If you do not have a CRA security code for the above reasons, call the e-Services Helpdesk.

2. I 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 have difficulties during our available hours of service, call our e-Services Helpdesk.

3. Where do I find the dollar amount the CRA is asking me for, as part of the registration process?

This varying dollar amount will be from a line on your filed and processed income tax and benefit return. It is important that you have a copy of this tax return on hand in order to enter the amount that is required.

If the amount that you calculated is negative, enter the value with a minus sign (e.g., enter negative 200 as "-200"). If the amount is zero, enter it as "0". When entering the amount, do not use commas, spaces, periods or cents

4. I tried to enter my authentication information several times and I got an error message saying that I have been locked out.

If you tried to enter your information more than five times and you were not successful, you will not be able to try again. For more information, call our e-Services Helpdesk.

5. I tried to enter my CRA security code several times and I got an error message saying that I have been locked out.

If you tried to enter your CRA security code more than three times and you were not successful, you will not be able to try again. For more information, call our e-Services Helpdesk.

6. I got an error message saying that my CRA security code has expired.

If you tried to enter your CRA security code after the expiry date shown on your letter, you will get an error message. Call our e-Services Helpdesk to have a new CRA security code issued to you.

7. I got an error message saying that my session has expired.

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

8. I am trying to enter information for a deceased person and I can't. Why not?

You cannot use the CRA login services to access information for deceased persons. You will have to call, write, or fax. See Contact us for the addresses and telephone and fax numbers of our tax services offices and tax centres.

9. I am having problems accessing the CRA login services page.

This could mean that your browser's software doesn't meet the security standards. See Your browser to verify the security level of your browser. If necessary, upgrade your version. If you have made the necessary changes to meet the browser requirements but still cannot access the process, contact our e-Services Helpdesk.

10. I cannot access the CRA login services page. Can I send my request by email?

No, The CRA does not correspond by email. The CRA does not accept requests for address changes or answer questions about your personal or business taxes by email. This is not a secure method to transmit sensitive information to us. You should also be aware of Important security information regarding email fraud. If you cannot use any of these CRA login services, you will have to call, write, or fax. See Contact us for the addresses and telephone and fax numbers of our tax services offices and tax centre.