Technical help - immigration applications

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

If you’re having trouble signing in to your IRCC secure account , try these common fixes:

• Make sure you’re using the most recent version of a supported browser like Edge, 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. Our response time can vary depending on overall volume of enquiries.

• 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?

Here are some solutions that could help you with technical issues.

What browser should I use to apply online?

To keep your information secure and confidential when using your online account, use a browser that supports encryption using Transport Layer Security (TLS) 1.2. These include

• Firefox
• Chrome
• Safari
• Edge

How do I upgrade my browser?

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

• Edge
• Firefox
• Chrome
• 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

• 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 Acrobat Reader is out of date.

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

2. You’re using a 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.

   Mandatory fields are those marked with an asterisk (*).

   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

4. The dates you entered are conflicting or not in the right format.

   Dates must be entered in the format of (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

5. You entered special characters into the form.

   You cannot use special characters on our forms including spaces. Make sure to remove any spaces in fields that should be empty by pressing the backspace or delete button you may have entered by mistake.

There are also 2 known technical issues:

1. Mac users: the new version of Adobe Acrobat Reader (DC) may cause some issues.
   • Download an older version of Adobe Acrobat Reader (11.0.10)

2. JavaScript: The validation feature needs to use JavaScript within Adobe Acrobat Reader.

   Solution:

   • To turn JavaScript on, open Adobe Acrobat Reader, click on “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, find out how to let us know about 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 an online application is down?

Scheduled down time

You’ll need to wait a few hours at most. If our online applications and access to online accounts are down for routine system maintenance

• We post a message with details including the day, the start time and the planned duration of the maintenance on pages that lead to online applications and account sign in pages. We also tell you at what time everything should be available again. Messages are usually just above an “Apply” or “Sign in” button.
• You can also follow Immigration, Refugees and Citizenship Canada on Twitter for notifications on when online applications will be unavailable.

Unscheduled down time

If our online applications are down unexpectedly, we’ll post information and updates about it as soon as we can on our Twitter account and our website in the same locations as we post scheduled down time messages. We appreciate your patience as we endeavour to resolve the issue. Once resolved, we’ll announce it on Twitter and remove the messages on our website.

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

If you have just reset your IRCC secure account because you lost your username 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 IRCC secure 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?

First, make sure you know the file size limit for the online application you use. Depending on what you’re applying for, the limit can be as low as 2 MB.

Here are some tips for reducing the overall size of your file.

PDF format

• Save as a PDF again, but select the “lowest file size” option available in the software you’re using to create the PDF. For instance, in Microsoft Word, there is an “Optimize for” panel to the left of the “Save” button. Select “Minimum size” to get a reduced file size with clear text and images.
• Reduce the image size if you have access to photo-editing software.
  • Saving your images at a lower resolution, such as 96 DPI (dots per inch) or 150 DPI, can greatly reduce image file size.
  • File size and image options are usually found under the advanced settings menu of the software.
• Remove all unnecessary images in your file.

JPG format

• Scan your document at a lower resolution, such as 96 DPI.
• If you don’t have a scanner, take a photo with your cellphone, and choose a smaller image size.
• Use the “Crop” feature to remove all empty space around the image.
• Reduce the image size. Options are usually found under the advanced settings menu of the software.
• Reduce the JPG image quality if you have access to photo-editing software.

TIFF and PNG format

• Scan your document at a lower resolution (96 DPI).
• If you don’t have a scanner, take a photo with your cellphone, and choose a smaller image size.
• Use the “Crop” feature to remove all empty space around the image.
• Reduce the image size. Options are usually found under the advanced settings menu of the software.
• Save the file in JPG format instead.

DOC and DOCX format

• Remove unnecessary images, formatting and macros in your Word document.
• Save the file as a recent Word version.
• Reduce the images’ size before you add them to your Word document. If you have access to photo-editing software
  • Saving your images at a lower resolution, such as 96 DPI or 150 DPI, can greatly reduce image file size.
  • File size and image options can usually be found under advanced settings menu of the software.
• If your file is still too large, save the file as a PDF
  • When you save as a PDF, use the “Optimize for” panel to the left of the “Save” button. Select “Minimum size” to get a reduced file size with clear text and images.

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

When we ask 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 Edge, Safari, Chrome or Firefox.
• Review your information and make sure your documents are not expired.

If you are still having issues, find out how to let us know about your technical problems.