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

• make sure you’re using the most recent version of a supported browser like Internet Explorer, Safari, Chrome or Firefox
• don’t use a favourite link or bookmark
• delete any saved favourite links or bookmarks
• close your browser and then
  • reopen the browser and clear your browser cache
  • close the browser again
  • reopen the browser and try to log in to your account

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

• under Enquiry, choose Technical difficulties in the drop-down menu
• include this information in the text box
  • if you log out of your account after each session
  • if you share an office/home with other account users
  • how you’re connected to the network (through a broadband router, VPN, etc.)
• upload screenshots from your account that show us
  • the page(s) where you’re having problems
  • the error message(s) you get

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

We’ll try to respond to you within 2 to 5 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 :

• surname (last name)
• given name(s)
• date of birth
• country of birth
• the type of device you were using (PC , Mac, iPad, etc.)
• the browser you were using (including version)
• your general location (Africa, Asia, Europe, etc.)
• description of the problem or error message, including the date and time (including time zone) it happened
• screenshots of the page where you had the problem
• a copy/paste text of the full URL of the page
• as much information as possible about the steps you took before you had the problem

If you have it, also include your:

• Unique Client Identifier (UCI)/Client ID Number
• application number
• personal reference code
• current status in Canada and the date of expiration
• the date you applied

For technical issues uploading a form or document, include:

• a copy of the form or document you’re trying to upload (with all fields completed), and
• all your answers to the online questionnaire. To do this:
  • choose “Modify my Answers” at the top of the page
  • save your answers into a document by:
    • taking screen shots or
    • copying and pasting the text

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

• all your answers on the “Link an existing application to this account” page. Save them in a document by:
  • tak ing screenshots or
  • copying and pasting the text

For all other technical issues, include:

• screenshots showing the full browser window of the:
  • page where you’re having problems or trying to sign into your account
  • error message(s) you got

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?

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

• Firefox
• Chrome
• Safari
• Internet explorer 7-11

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.

• Internet Explorer,
• Firefox,
• Chrome and
• Safari.

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:

• prevents you from using old forms
• protects your personal information
• helps our applications run better on your computer

When you visit a website, your browser stores:

• information (such as the location of the site you visited)
• files used to run an online application
• downloads (such as old versions of forms)

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:

• Internet Explorer
• Edge
• Google Chrome
• FireFox
• Safari on your iPhone, iPad, or iPod
• Safari on your desktop

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?

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

• Find the link of the file you want to save (you may need to go back to the previous page to find it)
• Right-click the link.
• Select “Save target as” or “Save link as”.
• Choose the location on your computer where you would like to save the file.
• Select “Save”.
• Use Windows Explorer to get to the location where you saved the file.
• Right click on the PDF file.
• Select “Open with”.
• Select “Choose program”.
• Select “Adobe Acrobat Reader”.
• Make sure to check the box that says “Always use this program to open these files”.
• Select “OK”.

For Mac users

• Find the link of the file you want to save (you may need to go back to the previous page to find it)
• Press the Control (ctrl) key and click on the link
• When the option menu appears, choose “Download link to disk” or “Download linked file”.
• Choose the location on your computer where you would like to store the file. Your computer will start the download once you have selected a location.
• Use Spotlight or Finder to look for the downloaded file.

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?

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:

• Fill out all the mandatory fields (those marked with an asterisk (*)). Some PDF programs tell you when you’re missing information, but some don’t.
• Check all the dates are correct and make sure you used the right the format (YYYY-MM-DD). You won’t be able to validate the form if you enter conflicting dates, such as:
  • using a date in the past for the date you plan to travel to Canada
  • entering a future date for your birth date
• Make sure the form doesn’t include any special characters (including spaces) by mistake in fields that should be empty. Use the backspace or delete button to remove any data entered in blank fields by mistake.
• Use a new version of Adobe Reader. Older versions and other software can’t validate the forms. Get a free copy of Adobe Reader for Windows, Mac and Android devices.

Known issues

There are also two known technical issues:

• Mac users: the new version of Adobe Reader (DC) may cause some issues.
  • Solution: download an older version of Adobe Reader (XI).
• JavaScript: The validation feature needs to use JavaScript within Adobe Reader.
  Solution:
  • To turn JavaScript on, open Adobe Reader, click “Edit”, then “Preferences”, then “JavaScript”.
  • Check the box beside “Enable JavaScript” and click OK.

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

• Recreate the PDF using the “lowest file size” option available.
• If you have images, save them with a resolution of 96 DPI (dots per inch).
• Remove all unnecessary images.

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

JPG format

• Scan your document at a lower resolution (96 DPI).
• Remove all empty space around the image.
• Shrink the image.
• Reduce the JPG image quality.

TIFF and PNG format

• Scan your document at a lower resolution (96 DPI).
• Crop the image to remove any empty space around it.
• Shrink the image.
• Save the file in JPG format instead.

DOC and DOCX format

• Remove unnecessary images, formatting and macros.
• Save the file as a recent Word version.
• Reduce the file size of the images before they are added to the document.
• If it is still too large, save the file as a PDF.

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

When we asked you for documents, we also included information on how to send them to us.

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:

• select the type of application you’re submitting,
• provide as many details as possible about the problem you had, and
• include screen shots.

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:

To avoid getting an error:

• Leave the UCI field empty if this is the first time you are applying or if you don’t remember your Client ID.
• Make sure you are eligible to apply. Example: You can’t extend or change your status if it has been more than 90 days since your previous one expired.
• Don’t upload a scanned version of the application form. When you apply online, you don’t need to physically sign the form.
• Try uploading the form using the latest version of Internet Explorer or Safari.
• Review your information and make sure your documents are not expired.

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