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CRA Sign-In Troubleshooter: Fix Your CRA Account Problem

Pick what is going wrong when you sign in to your CRA account and get the CRA's official fix: forgotten user ID or password, locked account, missing passcode or security code, or a revoked user ID.

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All the fixes, written out

I forgot my CRA user ID

On the official CRA sign-in page, choose CRA user ID and password, then Forgot your user ID?. You'll enter your social insurance number, date of birth and the amount from line 15000 of one of your last two tax returns, then answer your security questions.

I forgot my password

Choose CRA user ID and password, then Forgot your password?. Enter your user ID and answer your security questions. New passwords must be 8 to 64 characters with upper- and lower-case letters and a number, with no spaces or accented letters.

My account is locked

Too many wrong user IDs or passwords: follow the locked-account steps on the CRA's user ID and password help page, register again for a new credential, or call the CRA. Too many wrong one-time passcodes: you're locked out for 30 minutes. After three lockouts the lock is permanent and you must contact the CRA.

My one-time passcode is not arriving

Ask for it to be sent again, send it to another phone number you enrolled, or choose "Call me" instead of "Text me" if your phone service is internet-based (VoIP). You can also use another passcode method you set up. If nothing works, contact the CRA.

I lost my phone or my passcode method

Sign in with another passcode method you already set up, then update your Security settings. If you have no other method, contact the CRA. The CRA asks everyone to set up a backup method.

My security code hasn't arrived, or it expired

If it hasn't arrived after 10 business days, use the CRA's document verification service or contact the CRA to have a new code mailed. If it expired, use the document verification service or sign in to request a new one.

My user ID and password were revoked

Sign in with a different credential (another CRA user ID, a Sign-In Partner or a provincial partner), or register again for a new CRA user ID.

I want to sign in with my bank instead

Sign in with your CRA user ID, revoke it, then register again using a Sign-In Partner.

CRA individual enquiries: 1-800-959-8281, Monday to Friday, 8 am to 8 pm Eastern time. From outside Canada and the U.S.: 1-613-940-8495.

Related

How to Sign In to Your CRA Account (My Account): Steps and Fixes Go to the official "Sign in to your CRA account" page on canada.ca, choose the same sign-in option you registered with (your bank, a CRA user ID and password, or a B.C./Alberta provincial partner), then enter your one-time passcode. Stuck? The troubleshooter below gives the CRA's fix for your exact problem. CRA Phone Number and Contact Numbers (2026): Every Line and Hours The main CRA phone number is 1-800-959-8281 for personal tax and CRA account questions. For benefits like the Canada child benefit call 1-800-387-1193, and for businesses 1-800-959-5525. All three are open Monday to Friday, 8 am to 8 pm Eastern time, and closed on weekends and public holidays. Free tool Which CRA Number Do I Call? Find the Right Line and Hours Most people need 1-800-959-8281 (individual tax and account questions) or 1-800-387-1193 (benefits). Both are open Monday to Friday, 8 am to 8 pm Eastern time. Pick your issue below to get the exact line, its hours and whether it is open now.

Frequently asked questions

Does this tool ask for my personal information?

No. It only asks what went wrong. It never asks for your SIN, user ID, password or any other details, and nothing you click is sent anywhere.

Can North Help Desk unlock my CRA account?

No. We are an independent website with no access to CRA accounts. Only the CRA can unlock your account or reset your access.

Sources

North Help Desk is an independent guide, not a government website. Rules, amounts and phone hours can change; always confirm on the official page before you act. Spotted something out of date? Tell us.