Technical help - immigration applications

I can’t sign in to my account. What should I do?

If you’re having trouble signing in, try these common fixes

If you still can’t sign in to your account, let us know through our Web form

If you need to upload many images, find out how to combine them into 1 document.

We’ll try to you within 10 business days. Please don’t send your question more than once. It could delay our answer.


What do I do if I have technical problems when applying online?

We want to know about any technical issues you’re having so we can help solve the issue.

If you’re having problems with our forms, read about downloading and uploading forms and documents first.

If you have problems before you apply (while you’re filling out your online application or uploading your documents): Use the Report a technical issue button at the top of your account.

If you have problems after you submit your application: Use our web form and choose Technical difficulties as the type of enquiry.

To help us find and solve the issue as fast as possible, include :

If you have it, also include your:

For technical issues uploading a form or document, include:

For technical issues linking your application to a new account, include:

For all other technical issues, include:

If you need to send many documents and images, find out how to combine documents.

We’ll try to answer within 10 business days after you contact us . Don’t send your question more than once. It can delay our answer.


What browser should I use to apply for a visa online?

Due to recent upgrades, you may not be able to access your account with older web browsers (such as Internet Explorer 6). To prevent these difficulties, upgrade your browser to the newest version.

To keep your information secure and confidential when using your account, use a browser that supports encryption using Transport Layer Security (TLS). These include:

Note: you may have some issues opening PDF documents if you are using internet explorer 7.


How do I upgrade my browser?

You can download a new browser or upgrade your browser by visiting the company’s website.

If you use another type of browser software, you should check with your software supplier to make sure that your browser has 128-bit secure sockets layer encryption capability.

Note: We are not responsible for any difficulties or problems in downloading and installing software. Software suppliers are responsible for providing technical support.


Why do I need to clear my browser cache?

It is a good idea to clear your browser cache because it:

When you visit a website, your browser stores:

When we update our application, your browser may still use old files. If you don’t clear your cache, you may see old forms. Old files can cause display or access problems when you apply online.

Find out how to clear your browser cache in:

It’s important to sign out and close your browser before leaving your computer unattended. This prevents unauthorized access to your personal information.


I can’t open my application form in PDF format. What can I do?

We’re experiencing issues with some of our forms with 2D barcodes:

If you’re submitting one of these forms, you need to use version 11.0.09 of Acrobat Reader to fill it out.

If you’re applying at a visa application centre (VAC), they may ask you to re-fill out the form at their internet kiosks.

IRCC forms that need to be validated using the “validate” button at the bottom of the form use special encoding. You need a computer with Adobe Reader 10 or higher to use them.

If you have problems opening a PDF on our website, try the following:

For PC users

For Mac users

You can get a free copy of Adobe Reader from the Adobe website. It is available for Windows, Mac and Android devices.


After I click the Validate button on my application form, nothing happens and I don’t see the barcodes. Why?

We’re experiencing issues with some of our forms with 2D barcodes:

If you’re submitting one of these forms, you need to use version 11.0.09 of Acrobat Reader to fill it out.

If you’re applying at a visa application centre (VAC), they may ask you to re-fill out the form at their internet kiosks.

There are a few reasons this could happen.

  1. Your version of Adobe Reader is out of date.

    The forms you need to validate use special encoding. You need Adobe Reader 10 or higher to use them.

  2. You’re using an iPad, cellphone, tablet or other mobile device.

    The barcode forms don’t work on these kinds of devices.

  3. You’re missing information in mandatory fields.

    When you click on the validation button, the PDF checks that you entered all the mandatory fields. If any are not complete, you won’t be able to validate the form.

Fixes

To fix these issues:

Known issues

There are also two known technical issues:

After making any changes or downloading new software, download a new version of the form and re-enter your information.

If you’re still having issues, let us know about any technical problems.


I get a Bad Encrypt Dictionary error opening a PDF. What does this mean?

This means you are using an older version of the reader software (version 7.0 or lower). Our forms are only supported by Adobe Reader 10 or higher.

You can get a free copy of Adobe Reader from the Adobe website. It is available for Windows, Mac and Android devices.


What do I do if the online application system is down?

There are times where the system will be down for routine maintenance. Follow Immigration, Refugees and Citizenship Canada on Twitter for notifications on when the system will be unavailable.

Notices will also be posted on our website.

If the system is down and it is not a scheduled outage for system maintenance, please let us know, and try again later.


I recently reset my account, but I don’t see my application. How can I get it back?

If you have just reset your account because you lost your username and/or password, as a security measure we need to ask you questions about the application you submitted before we give you access to it.

To link an application you have in progress to your account, sign in to your account and click on “Link application to this account” under the heading “What would you like to do today?”

You will have to tell us specific information about the application you would like to access. Have a copy of your application form on hand as you will have to enter the information exactly as you did on your application form.


My documents are too large to upload. How do I reduce the file size?

Here are some tips for reducing the size of your file:

PDF format

You may find file size and image options under the advanced settings section of the software you are using.

JPG format

TIFF and PNG format

DOC and DOCX format


IRCC has asked me for a new document. How do I submit it?

In most cases, you can upload documents we request through your online account. If you don’t have one, create an account and then link your application to it.

To upload your documents

Some applications can’t be linked to an account. In these cases, we’ll send you a message with instructions on how to submit them. Follow the instructions in that message.

See if your application can be linked to your online account.


I don’t see the option to upload documents in my account, even though IRCC has asked for it. What do I do?

If you don’t see the option to upload documents in your account, tell us through the IRCC Webform.

Don’t forget to:

Don’t send in multiple forms to report your issue, as it can slow down our review of the requests.


I validated my form, but when I try to upload it to my account I get a validation error. What can I do?

When you upload your application form, our system checks the PDF to make sure it includes all the mandatory information. It also compares what you entered to the answers you entered in the online questionnaire.

If there is any missing information or differences, you might see the following message:

Validation error: You have not completed the mandatory fields or you have not completed them correctly. Please make corrections where indicated.

  • Error description: We are unable to validate your document at this time. Please try again later.

To avoid getting an error:

If you are still having issues, let us know about your technical problems.


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